IT Support Associate II

Developing professional who resolves complex issues, supports upgrades, conducts advanced troubleshooting, and mentors junior staff while maintaining compliance and vendor coordination.SKILLS | Expectations & ResponsibilitiesTechnical Expertise - Provide second-level technical support for complex hardware, software, and network issues. Perform advanced troubleshooting and root cause analysis, and implement permanent fixes. Assist with system upgrades, deployments, and configuration of enterprise applications. Mentor junior technicians on technical processes and best practices.Communication & Leadership - Communicate effectively with stakeholders by providing clear status updates and technical guidance. Take ownership of escalated issues and coordinate resolution across teams.Customer Service Mindset - Deliver proactive support by anticipating user needs and preventing potential issues. Maintain strong relationships with end users through responsive and empathetic service.Critical Thinking - Evaluate complex problems and design effective solutions aligned with organizational goals. Prioritize tasks based on business impact and resource availability.Governance & Standards - Audit - Enforce compliance with IT security policies, standards, and regulatory requirements. Conduct periodic reviews of system configurations and access controls. Ensure accurate documentation for audits and maintain the integrity of IT records.Vendor and Financial Acumen - Manage vendor relationships for service agreements, repairs, and procurement. Evaluate vendor performance and escalate concerns when necessary.