IT Associate

Job description

IT Associate On Site: Lexington, KY: The IT Associate’s role is to ensure the proper operation of end-user technologies, including account access administration, so that end users can accomplish their required business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve diagnostics, helpdesk request tracking tools, and require that the individual give in-person or remote, hands-on help at the desktop level. WHAT YOU’LL DO: o Add/remove/disable accounts o Badge administration tasks o Assign licenses in accordance with company guidelines o Perform audits - Field incoming help requests from end users and answer their questions or resolve their issues in a timely and courteous manner. Help requests typically come in via a ticket, but could be a telephone call, email, or chat session. - Document or verify all pertinent end user identification information, including the nature of their problem or issue. - Build rapport and elicit problem details from end users. - Prioritize and schedule issue resolutions. Escalate issues (when required) to the appropriate Tier 2 or 3 technical resource. - Record, and doc...