IT Support Assistant

• →Provide telephone and email support, troubleshoot basic hardware and software issues, and escalate higher-priority problems according to established procedures.
• →Log, route, update, document, and close support tickets.
• →Assist with user account administration.
• →Request secure file transfer (SFTP) accounts and transfer and verify files while protecting confidential information.
• →Assist with installing, configuring, maintaining, and troubleshooting computers, printers, cabling, and related equipment.
• →Perform routine systems testing and production tasks.
• →Review and validate user manuals, procedures, and instructional materials.
• →Support office printers and high-speed commercial printing equipment as needed.
• →Complete recurring assignments within established deadlines and maintain accurate documentation and reporting.
• →Coordinate with developers, managers, and other IT teams.
• →Lift and move office supplies and equipment weighing up to 20 pounds.

• Two years of highly specialized clerical experience in an information systems environment, including desktop software use or installation and/or operation of high-speed commercial printers.
• At least one year of experience within the past five years in two or more of the following areas:
• • User account administration.
  • IT service desk or application support.
  • Secure file transfer (SFTP).

• Strong customer service and telephone and email support skills.
• First-level technical troubleshooting and support triage.
• Accurate ticket management, documentation, and reporting.
• Sound judgment when handling private data and escalating issues.
• Strong organizational, problem-solving, and verbal and written communication skills.
• Ability to manage recurring, deadline-driven work and collaborate with multiple IT teams.

High school diploma or equivalent.