Associate, IT Support - Pgh

ConnectiveRx; Pittsburgh (Allegheny County); Hybrid; USD 42,000 - 64,000; Full time

Job summary

ConnectiveRx in the United States is seeking an Associate, IT Support Technician to join the Infrastructure Operations Team. This hands-on role installs, troubleshoots, and repairs computer systems, hardware, software, and peripherals for internal users on-site and remotely.

You will onboard and offboard devices, document procedures, maintain incident logs, and support Windows 10 workstations, Office 365, and core network services.

Qualifications

• 0–2 years supporting IT Infrastructure functions
• Experience with Windows 10 workstations, printers, and basic networking
• Healthcare IT infrastructure and HIPAA experience a plus
• Solid understanding of desktop systems and off-the-shelf applications
• Excellent hardware skills with Dell & Lenovo laptops, peripherals, printers and basic networking
• Support of Apple Macs and mobile devices in a corporate environment is a plus
• Excellent customer service skills and written/verbal communication
• Ability to troubleshoot Tier 1 & 2 IT-related issues
• MCSA, A+, Net+ certifications preferred

Responsibilities

• Perform desktop support for hardware, software, network, printers, scanners, and A/V equipment for all internal users on-site and remote
• On-Boarding & Off-Boarding of personnel deploying & recovering laptops and supporting IT peripheral equipment
• Image, configure, and deploy Windows 10 workstations
• Troubleshoot Microsoft Office 365, Adobe Acrobat, Five9, and other proprietary software as needed
• Troubleshoot production issues and capture root causes, action items, and lessons learned after incidents
• Enforce security procedures and ensure workstations meet guidelines
• Meet SLAs for production systems and assist the extended IT Infrastructure Team

Skills

Customer service

Troubleshooting

Communication

Multitasking

Team collaboration

Education

Bachelor’s degree in Computer Science or Engineering

MCSA

A+

Net+

Tools

Windows 10

Active Directory

Group Policy

DNS

DHCP

Office 365

Five9

Dell laptops

Lenovo laptops

Apple Mac support

Job description

The Associate, IT Support Technician, works on the Infrastructure Operations Team within IT Infrastructure. This position is primarily a hands-on role that will install, troubleshoot, and repair computer systems, hardware, off-the-shelf (OTS) software, and computer peripherals. This person’s primary responsibilities include On-Boarding, Off-Boarding, resolving internal user problems, and ensuring the correct operation of personal computers. This person will maintain proper documentation of all equipment and procedures and log all work within the company’s incident and problem management system. This position must work closely with business users, Application Development personnel, and peers in IT Infrastructure to support ConnectiveRx business operations.

What You Will Do

• Perform desktop support, i.e., hardware, software, network, printers, scanners, and audio-visual (A/V) equipment, for all internal users, both on-site and remote.
• Perform On-Boarding & Off-Boarding of all personnel concerning deploying & recovering laptops and supporting IT peripheral equipment.
• Image, configure, and deploy Windows 10 workstations.
• Troubleshoot Microsoft Office 365, Adobe Acrobat, Call Center software Five9, and other proprietary software as needed.
• Proactively troubleshoot production issues as needed and identify and capture root causes, action items, and lessons learned after all incidents and infrastructure events.
• Enforce company security procedures and policies by ensuring all workstations meet security guidelines.
• Work to meet all Service Level Agreements (SLAs) for production systems.
• Assist the extended IT Infrastructure Team as needed.

What We Need From You

• Associate – 0 to 2 years supporting IT Infrastructure functions
• Windows 10 workstations, printers, and basic networking.
• Healthcare IT Infrastructure and HIPAA compliance experience a plus.
• Solid understanding of desktop systems and OTS applications.
• Excellent hardware skills with an understanding of Dell & Lenovo laptops, peripheral equipment, printers, basic networking, and other competencies to resolve issues promptly.
• Support of Apple Macs and mobile devices in a corporate environment is a plus.
• Excellent customer service skills.
• Ability to troubleshoot and fix Tier 1 & 2 IT-related issues.
• Excellent knowledge of Windows 10, Active Directory, Group Policy, DNS, and DHCP.
• Good knowledge of cloud-based infrastructure support tools and technology.
• Strong written & verbal communication; attention to detail; strong organization skills; ability to manage multiple priorities well; calm under pressure; ability to provide support outside of regular business hours as needed.
• Bachelor’s degree or higher in Computer Science or Engineering. MCSA, A+, Net+ certifications preferred.