IT Support Assoc II (ONS), IT Services

Amazon.com Inc.; Clinton (MS); On-site; USD 42,000 - 56,000; Full time

Job summary

Amazon Inc. ITS Services is seeking an ITS Support Associate to deliver on-site technical support for Amazon's corporate employees, diagnosing and resolving hardware and software issues to keep productivity high.

You will work across Windows, Mac and Linux environments, support servers, and help manage IT assets in a fast-paced setting. You will collaborate with teams across the organization, guide users through new technologies, and assist with conferencing and AV equipment both on-site and

Qualifications

• 2+ years of customer facing end user support in a high-volume environment.
• Experience troubleshooting integrated computer systems.
• 2+ years PC/laptop support including imaging, repair, deployment and asset management.
• 2+ years Windows/Mac/Linux operating systems support in a corporate setting.
• 1+ year experience with server technologies (AD, DFS, Print Services, SCCM).
• 1-2 years networking experience (DNS, DHCP, SSL, OSI Model, TCP/IP).
• Bachelor's degree/ Diploma in Computer science or IT related field.

Responsibilities

• Provide on-site, hands-on support for hardware, software and IT peripherals diagnosing, troubleshooting and resolving issues successfully with efficiency, escalating as needed
• Determine appropriate procedures, accurately document actions or deviations to improve global service improvements
• Communicate and collaborate with customers, peers and internal teams through various channels to troubleshoot, resolve issues and implement solutions
• Prepare hardware and assist managing IT asset inventories, tracking usage and conducting audits
• Grow and learn the latest technologies to stay ahead of the curve, continuously expanding knowledge and skills
• Provide assistance with Teleconferencing systems and AV presentation equipment in person and remotely

Skills

Customer facing support

Troubleshooting

PC/Laptop support

Windows/Mac/Linux

Networking basics

AD/DFS/Print/SCCM

Education

Bachelor's degree in CS/IT

Tools

ServiceNow

Remedy

Bomgar

Job description

Are you passionate about solving technical challenges and helping people? Do you thrive in a dynamic, high-impact environment? Join Amazon's IT Services team as an ITS Support Associate and be part of the engine that powers Amazon’s seamless operations. We're seeking customer-focused, innovative problem-solvers who excel in a fast-paced, collaborative environment. As a part of our IT Services team, you'll have the opportunity to make a direct impact on Amazon's corporate global workforce.

As an ITS Support Associate, you'll be the go-to expert for Amazon's corporate employees’, providing essential and exceptional on-site technical support to ensure their productivity remains uninterrupted. Amazon’s ITS Support Associates are committed, dependable and customer focused on the IT experience, ensuring our employees have the tools and resources they need to stay productive and efficient.

ITS Support Associates have a solid understanding of IT standards, systems and equipment deployed throughout Amazon. They adapt to new processes and procedures quickly, communicating and guiding both peers and non-technical Amazonians on solutions that maintain productivity.

Your day will be filled with exciting challenges and opportunities to showcase your technical expertise. You’ll engage with Amazonians across various teams, owning and understanding their unique IT needs and providing personalized support. You'll be a trusted advisor, a problem-solver, taking initiative to diagnose, troubleshoot and resolve a wide variety of hardware and software issues by implementing successful solutions. You will guide and empower both technical and non-technical Amazonians through the ever-evolving digital landscape.

Key job responsibilities

• Provide on-site, hands-on support for hardware, software and IT peripherals diagnosing, troubleshooting and resolving issues successfully with efficiency, escalating as needed
• Determine appropriate procedures, accurately document actions or deviations to improve global service improvements
• Communicate and collaborate with customers, peers and internal teams through various channels to troubleshoot, resolve issues and implement solutions
• Prepare hardware and assist managing IT asset inventories, tracking usage and conducting audits
• Grow and learn the latest technologies to stay ahead of the curve, continuously expanding knowledge and skills
• Provide assistance with Teleconferencing systems and AV presentation equipment in person and remotely

About the team

Our IT Services team is a dynamic and diverse group of passionate problem-solvers who thrive on challenges and continuously push the boundaries of innovation. We foster an inclusive and collaborative environment where every voice is heard, and every idea is valued. Join us and be part of a team that truly makes a difference in the lives of Amazonians worldwide.

Inclusive Team Culture: Here at Amazon, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth: We're continuously raising our performance bar as we strive to become Earth's Best Employer. We embrace curiosity and continuous learning, empowering you to grow both personally and professionally through mentorship, knowledge-sharing, and career-advancing resources, helping you develop into a better-rounded professional.

Basic Qualifications

• 2+ years of customer facing end user support experience within a complex and high volume environment.
• Experience troubleshooting integrated and interdependent computer systems
• 2+ years of PC/laptop support including, troubleshooting, imaging, repair, deployment and asset management experience.
• 2+ years of Windows, Mac or Linux Operating systems support experience within a corporate setting.
• 1+ year experience working with server technologies, including AD, DFS, Print Services, SCCM .
• 1-2 years of networking experience (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) supporting and maintaining a corporate network environment.
• Bachelor's degree/ Diploma in Computer science or IT related field.

Preferred Qualifications

• 3+ years of corporate setting Windows, Mac or Linux Operating systems support experience
• Experience in a dynamic environment with a high degree of customer service
• Experience with network troubleshooting and support
• Experience with Bomgar or other remote support tools
• Experience in IT Ticketing Systems such as Service Now, Remedy and other IT ticketing tools
• Understanding and working experience of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications
• Proven skills in PC repair, troubleshooting, deployment, and liquidation
• Proven ability to work successfully with limited supervision