Emeritus
Website:
emeritus.org
Job details:
About the role:
The IT Associate is responsible for providing end-user support, managing IT service requests, administering Microsoft 365 and Azure Entra ID, maintaining endpoint devices, and ensuring efficient IT operations. The role requires strong technical troubleshooting skills, customer service orientation, and adherence to IT service management processes.
Key Responsibilities
End User Support
- Prioritize and resolve Service Desk incidents and requests.
- Provide onsite and remote technical support to employees.
- Troubleshoot hardware, software, networking, and application issues.
- Troubleshoot and resolve end-user network connectivity issues, including LAN, Wi-Fi, VPN, DNS, DHCP, internet access, and remote connectivity problems.
- Maintain accurate ticket and time tracking within ServiceDesk Plus.
Endpoint & Device Management
- Deploy, configure, and support laptops, desktops, workstations, printers, and peripherals.
- Support Windows 10/11 and macOS environments.
- Manage device refreshes, upgrades, and new user setups.
- Assist with asset management, procurement coordination, and vendor escalations when necessary.
Microsoft 365 & Identity Administration
- Administer Microsoft 365 and Azure Entra ID user accounts, groups, and licences.
- Support onboarding, offboarding, and access management activities.
Documentation & Process Improvement
- Develop and maintain SOPs, knowledge base articles, and technical documentation.
- Identify opportunities to improve service quality, efficiency, and user experience.
- Support the implementation of best practices, standards, and IT governance processes.
- Monitor support metrics and contribute to reporting on operational performance.
Required Qualifications
Experience
- 4-6 years of experience in an enterprise IT Help Desk or Service Desk environment.
- Experience using ITSM tools and remote support solutions.
- Experience supporting Windows, macOS, Microsoft 365, and enterprise endpoint devices.
- Experience with Azure Entra ID , Intune administration.
Education
- Diploma, associate degree, or equivalent technical experience in Information Technology or related field.
- ITIL Foundation certification.
- Microsoft certifications
Technical Skills
- Familiarity with ITIL incident and request management processes
- Experience working against defined KPIs such as SLA, CSAT, MTTR, or first-contact resolution targets
- Strong knowledge of computer hardware, networking, printers, IP phones, and peripherals.
- Proficiency with Microsoft 365 applications (Outlook, Word, Excel, PowerPoint).
- Basic knowledge of network infrastructure components including switches, routers, firewalls, and wireless access points.
- Ability to diagnose and troubleshoot endpoint and network connectivity issues in an enterprise environment.
- Understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, VLANs, routing, and wireless networking.
- Experience with antivirus, endpoint management, and software deployment tools.
- Experience supporting enterprise infrastructure and cloud-based technologies.
Professional Skills
- Excellent communication and customer service skills.
- Ability to work independently and collaboratively.
- Strong organizational and time management skills.
- Strong troubleshooting and problem-solving skills.
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