IT Associate

Galls; Lexington (KY); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) plan

Job summary

GALLS, LLC in Lexington, KY, is seeking an IT Associate to ensure the proper operation of end-user technologies and to resolve help requests. Responsibilities include ticket handling, account access management, and hands-on hardware/software support.

You will document issues, assist with device deployment, and contribute to knowledge resources. A customer-focused approach and basic ITIL familiarity are valued.

Qualifications

• Excellent customer service and communication skills.
• Ability to present technical concepts to non-technical users.
• Strong documentation skills and problem-solving abilities.
• Familiarity with ITIL practices is a plus.

Responsibilities

• Answer end-user questions and resolve issues promptly via ticketing, phone, email, or chat.
• Document problem details, actions taken, and resolutions.
• Prioritize and schedule issue resolutions; escalate when needed.
• Perform hands-on fixes: install/upgrade software and hardware on desktops, laptops, mobile devices, printers, and network gear.
• Set up user accounts, assign licenses, and conduct audits.
• Develop end-user help sheets and FAQs.

Skills

Customer service

Communication

Documentation

Analytical thinking

Problem solving

Prioritization

Teamwork

Attention to detail

Research ability

Multi-tasking

Education

High School diploma

Some college coursework

A+ certification

Network+ certification

Security+ certification

ITIL Foundation

Tools

None specified

Job description

About GALLS

GALLS, LLC is the largest and fastest-growing supplier of uniforms and equipment to public safety professionals, with a national presence in more than 80 locations. With over 50 years in the industry, it is easy to see why. We are PROUD to serve America's public safety professionals by providing the broadest selection of uniforms, equipment, and solutions combined with great customer service.

The IT Associate's role is to ensure the proper operation of end-user technologies, including account access administration, so that end users can accomplish their required business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve diagnostics, helpdesk request tracking tools, and require that the individual give in-person or remote, hands-on help at the desktop level.

WHAT YOU'LL DO

• Field incoming help requests from end users and answer their questions or resolve their issues in a timely and courteous manner. Help requests typically come in via a ticket, but could be a telephone call, email, or chat session.
• Document or verify all pertinent end user identification information, including the nature of their problem or issue.
• Build rapport and elicit problem details from end users.
• Prioritize and schedule issue resolutions. Escalate issues (when required) to the appropriate Tier 2 or 3 technical resource.
• Record, and document all pertinent details in the help request ticket, including all actions taken to resolve the issue and any decisions that may have been made in the process.
• Apply diagnostic tools, as required, to aid in troubleshooting and issue resolution.
• Access software updates, drivers, knowledge bases, and frequently asked question resources, both internal and external, to aid in issue resolution.
• Identify and learn appropriate software and hardware used by the organization.
• Perform hands-on fixes, including installing and upgrading software, installing hardware, and configuring and deploying a wide variety of devices. Examples include desktops, laptops, mobile devices, network routers/switches, printers, and peripheral equipment.
• Responsible for standard user setup for hardware & software.
• Perform preventative maintenance, including checking and cleaning workstations, printers, and other end-user devices.
• Test, as appropriate, fixes to ensure issue has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop or continually enhance help sheets and frequently asked questions for end users.
• Perform account access administration tasks as required by company policy.
  • Add/remove/disable accounts
  • Badge administration tasks
  • Assign licenses in accordance with company guidelines
  • Perform audits
• Work extended hours as required to meet business requirements or resolve issues.

WHAT YOU BRING

• Excellent customer service and communication (written & oral) skills.
• Ability to present and communicate technical concepts to non-technical users.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Highly self-motivated and directed.
• Attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize, multi-task, and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• High School diploma required
• Some college coursework preferred
• Some Technical experience or Service Desk work preferred
• A+ certification preferred
• Network+ and Security+ certifications preferred
• Familiarity with ITIL and ITIL Foundation certification preferred

WHAT WE OFFER

• Excellent medical/dental and vision coverage-Eligible 1st day of the month after start date
• 401(k) retirement plan with company contribution (because you will retire someday)
• Flexible benefits-choose what you like, ignore the rest
• Generous employee discount
• Vacation and Personal Time
• Paid Holidays
• Tuition reimbursement
• Daily Pay: up to 50% of your pay

EOE/Disability/Vets