IT Support Associate I

Job description

Early-career technician delivering first-level support; follows procedures, documents solutions, escalates appropriately, supports routine maintenance with strong customer service. Follows established procedures, documents solutions, and escalates appropriately. Delivers strong customer service, supports routine maintenance, adheres to security/compliance requirements, and contributions to procurement and vendor interactions under guidance. SKILLS | Expectations & Responsbilities Technical Expertise - Provide first-level technical support for hardware, software, and network issues, ensuring timely resolution. Assist in system updates, patching, and basic configuration under supervision. Maintain proficiency in troubleshooting operating systems, enterprise applications, and peripheral devices. Document technical solutions and contribute to the knowledge base for recurring issues. Communication & Leadership - Communicate technical information clearly and effectively to non-technical users. Escalate complex issues promptly to senior technicians or relevant teams with detailed context Customer Service Mindset - Escalate complex issues promptly to senior technicians or relevant teams with detailed context. Deliver support with empathy and professionalism, ensuring a positive user experience. Respond to service requests promptly and keep users informed about resolution timeline Critical Thinking - Analyze problems systematically to identify root causes and prevent recurrence. Apply logical reasoning to prioritize tasks based on urgency and impact. Governance & Standards - Audit - Follow established IT policies, security protocols, and compliance requirements. Ensure accurate logging of incidents and resolutions in the ticketing system for audit purposes. Assist in periodic audits by providing required documentation and system checks. Vendor and Financial Acumen - Support procurement processes by providing accurate specifications for IT equipment. Collaborate with vendors for warranty claims or repairs under guidance from senior staff Hardware Management: You will continuously manage the operational effectiveness of the branch's hardware, taking control of inventory, end of life, ordering, set up and retiring of all hardware. Software: You will have responsibility for troubleshooting software issues, roll out of new software solutions, the backup and storage of data and its security and the effective use of technical solutions that support operational performance. Solutions: In this role you will have the opportunity to build and develop solutions in conjunction with the operational teams, that drive efficiencies into the operational processes of the branch, supporting and or developing solutions that drive automation and optimization of productivity Windows 11 OS experience and PC Troubleshooting; preferred candidates will have experience building PC's Technology concepts - PowerShell, Networking, TCPIP, Cybersecurity, Cabling Software - Office, Exchange, SharePoint Effective problem solving skills Ability to handle multiple tasks/projects Demonstrated customer service skills and proven interpersonal skills Good communication skills Inquisitive and exploratory mind-set IT Certifications considered a plus: CompTIA, Cisco, Microsoft, VMware, Linux Expeditors offers excellent benefits: Paid Vacation, Holiday, Sick Time Health Plan: Medical Life Insurance Employee Stock Purchase Plan Training and Personnel Development Program Growth opportunities within the company All your information will be kept confidential according to EEO guidelines. Global supply chain management is what we do, and at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics. Expeditors is a global logistics company headquartered in Seattle, Washington. As a Fortune 500 company, we employ over 19,000 trained professionals in a worldwide network of over 350+ locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems. Our Mission is to recruit, train, and retain the very best logistics and technical experts the world over. We love to promote from within - more than 50 percent of our employees have been at Expeditors for five years or more. Our high retention rate is influenced by a unique compensation program for positions that are more than just jobs - they're chances to grow, do what you love and build a career with us!