Associate IT Support Specialist

As an Associate IT Support Specialist at our Global Operations Center (GOC) within the Digital Workplace Experience (DWE) organization, you will be responsible for providing tier 1 technical support to Align Employees. Your main tasks will include: - Responding to end user inquiries, problems, and requests via chat, email, and ticket - Diagnosing, troubleshooting, and resolving technical issues related to our products and services - Escalating complex issues to the appropriate team as instructed by knowledge article and/or SOP - Documenting customer interactions, troubleshooting steps, and resolution methods in our ticketing system (ServiceNow) - Adhering to the teams key performance indicators (KPI) and Service Level Agreements (SLA) - Participating in ongoing training to stay up to date with the latest technologies and best practices To excel in this role, you must have: - Familiarity with common operating systems (Windows, MacOS, iOS, Android) - Experience working with and troubleshooting the MS O365 suite - Working knowledge of Active Directory, Azure, and Exchange management - Excellent verbal and written communication skills - A flexibility to work in shifts and on weekends as needed Desired qualifications include: - Previous experience in a customer service or technical support role - Ability to work in a face-paced and dynamic environment - A problem-solving attitude and a willingness to learn new technologies - Industry certifications (CompTIA, ITIL, HDI) Join us in providing excellent technical support and ensuring a positive user experience for our internal employees. As an Associate IT Support Specialist at our Global Operations Center (GOC) within the Digital Workplace Experience (DWE) organization, you will be responsible for providing tier 1 technical support to Align Employees. Your main tasks will include: - Responding to end user inquiries, problems, and requests via chat, email, and ticket - Diagnosing, troubleshooting, and resolving technical issues related to our products and services - Escalating complex issues to the appropriate team as instructed by knowledge article and/or SOP - Documenting customer interactions, troubleshooting steps, and resolution methods in our ticketing system (ServiceNow) - Adhering to the teams key performance indicators (KPI) and Service Level Agreements (SLA) - Participating in ongoing training to stay up to date with the latest technologies and best practices To excel in this role, you must have: - Familiarity with common operating systems (Windows, MacOS, iOS, Android) - Experience working with and troubleshooting the MS O365 suite - Working knowledge of Active Directory, Azure, and Exchange management - Excellent verbal and written communication skills - A flexibility to work in shifts and on weekends as needed Desired qualifications include: - Previous experience in a customer service or technical support role - Ability to work in a face-paced and dynamic environment - A problem-solving attitude and a willingness to learn new technologies - Industry certifications (CompTIA, ITIL, HDI) Join us in providing excellent technical support and ensuring a positive user experience for our internal employees.