ITS Support Associate, IT Services (Global Service Desk)

Amazon; Indiana (PA); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading global tech company is seeking an ITS Support Associate to provide comprehensive technical support to corporate employees worldwide. The ideal candidate will have over a year of experience in Windows, Mac, or Linux support, be adept at troubleshooting integrated systems, and possess a customer-focused attitude. This role requires managing a high volume of support requests while maintaining quality and may involve working flexible shifts, including weekends and holidays.

Qualifications

• 1+ years of corporate setting Windows, Mac, or Linux operating system support experience.
• Experience troubleshooting integrated and interdependent computer systems.
• Experience with network troubleshooting and support.

Responsibilities

• Provides comprehensive technical support to Amazon Corporate employees worldwide.
• Diagnose and troubleshoot end-user computing problems.
• Assist with triage and escalation of outages.

Skills

Customer-focused attitude

Adapting to new processes

High volume request management

Education

Bachelor's degree or equivalent

Tools

Windows support

Mac support

Linux support

Network troubleshooting

Job description

ITS Support Associate, IT Services (Global Service Desk)

Amazon's IT Services support is the first point of contact for technical support requests. Our IT Support Technician spends their day fielding incoming support chats, calls, and tickets on behalf of Amazon Corporate and its subsidiary employees worldwide.

The successful IT Support Specialist will be customer-focused and motivated by team success. They will be innovative, adaptable to new processes, and able to manage a high volume of requests while maintaining quality support.

Key Responsibilities

• Provides comprehensive technical support to Amazon Corporate employees worldwide.
• Research, resolve, and respond to inquiries received via web chat, telephone calls, email, and ticketing system in a timely manner, in accordance with team standards.
• Diagnose and troubleshoot end‑user computing problems; analyze the issue, identify appropriate resources, test proposed fixes, and follow up to ensure resolution.
• Creates and submits detailed contact logs documenting customer interactions that are accurate, thorough, and timely.
• Informs customers of needed repairs and answers basic questions, ensuring customer satisfaction.
• Follow all standard operating procedures (SOP) through effective use of knowledge management.
• Manage a case count between 15 – 25 phone/chat/tickets.
• Acquire and maintain current knowledge of relevant support policies to provide technically accurate solutions.
• Assists with triage and escalation of system or network outages to reduce downtime.
• Adherence to shift schedules and timeliness are key requirements.
• Willingness to work flexible shifts (24/7 model, weekends, and holidays).

Basic Qualifications

• 1+ years of corporate setting Windows, Mac, or Linux operating system support experience.
• Experience troubleshooting integrated and interdependent computer systems.
• Experience with network troubleshooting and support.
• Bachelor's degree or equivalent.

Preferred Qualifications

• CompTIA A+, CompTIA Network+, Cisco / CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry‑relevant certifications.
• Experience in a dynamic environment with a high level of customer service.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.