Associate It Support Administrator (Finance)

The Associate IT Support Administrator provides end-user hardware management and support. Provides second -tier support for our internal team.

Core Responsibilities

#1: Workstation Deployment and Management

• Responsible for processing company issued devices.
• Receives incoming hardware from vendors and employees
• Maintains hardware asset management records with high accuracy.
• Owns operations for computer refresh efforts.
• Contributes to computer disposal efforts on a quarterly occurrence
• Maintains IT stockroom organization and cleanliness

#2: Employee Onboarding/Offboarding

• Prepares hardware for new employees. Ensures timely delivery of hardware an accuracy rate of

• 95% or greater
• Recovers devices from end users who receive replacement equipment
• Works with hiring managers to recover equipment from separated employees
• Reviews existing onboarding/offboarding procedures and provides recommendations to team
• members and IT Operations Manager.

#3: Project Work

• Actively manages small, independent projects.
• Actively joins large project teams and plays a significant role.
• Utilizes FORTÉ's project management methodology, identifying Scope, Objectives, Success

• factors, Implementation plan, Schedule, and Communications Plan.
• Holds self and project team accountable to ensure successful project completion within scope
• and timelines of project plan.

#4: Technical Support

• Provide Tier 2 escalation support for the Service Desk
• Work with hardware and software vendors to troubleshoot issues.
• Work with other IT Department members to troubleshoot complex issues.
• Escalate issues to tier 3 when appropriate.
• Updates all service desk tickets assigned to them a minimum of once a week.
• Achieve ticket completion throughput with equal proportion to the others in the role.

#5: Processes, Policies, and Procedures

• Ensures compliance and enforcement of company policies, standards, and procedures.
• Identifies and recommends updates and changes to policies, standards, and procedures as

• appropriate.
• Contributes to knowledge bases for internal IT support, IT contractors, and employee audiences.
• Acts in compliance with devices use policies when dealing with company assets.
• Complies with change management policies and procedures.

#6: Teamwork

• Contributes to documentation for systems, processes, configurations.
• Attend at least one external training course per year and report back to IT team on high level

• lessons learned.
• Ensure all shared account information is stored in a centralized secure location.
• Perform peer review of IT documentation and knowledge articles.
• Cross trains with other IT team members.

Qualifications:

• Proven experience in computer hardware (CompTIA A+ certification or equivalent preferred)
• Minimum of 1 year(s) of experience in a support desk or equivalent role preferred
• Experience supporting Active Directory users and computers.
• Experience with ServiceNow ITSM tools preferred
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.