ITS Support Assoc II (OPC)

DescriptionAmazon's IT Support is the first point of contact for technical support service requests. Our IT Support Associate spends their day interacting directly with the customer at the In-person support walk up locations across Amazon Corporate buildings. The successful IT Support Associate will be customer focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and demonstrate the ability to maintain high levels of productivity while maintaining quality support.This position is located onsite in our corporate offices. Hours are Monday through Friday from 8 am to 5 pm.About The RoleAs an IT Support Associate II, you will use your technical knowledge and specialized skills to support, build, implement, and improve technology solutions. You are able to resolve customer issues in time of crisis to get them working again. You support information technology assets, executing a variety of routine technical SOPs on hardware, operating systems, or enterprise application software typically in a single campus location or site. You use your knowledge to determine which procedure (or when a slight deviation is needed) to resolve the issue. Your work is directed and supervised by your manager or another team member, who audit it for quality. When you have questions, you are able to search for SOPs and technical guidance online (internally as well as manufacturer knowledge bases). When you are unable to find an answer, you direct questions to other team members. You are able to determine the most appropriate procedure to follow in each case. You document your actions in a task tracking system or in team notes, especially when a deviation from the standard practice could improve a procedure.Key job responsibilities

Provide technical support to Amazon Corporate employees.

Provide in person support to internal customers for a variety of IT related software and hardware issues.

Research, resolve, and respond to inquiries received in a timely manner, in accordance with organizational standards.

Diagnose and troubleshoot end user computing problems including analyzing the problem, identifying the appropriate resources, testing proposed fixes and following up to ensure the problem has been resolved.

Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.

Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.

Follow all standard operating procedures (SOP) through the effective use of knowledge management.

Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.

Manage accurate inventory of Amazon owned equipment within IT controlled spaces.

Collaborate with internal teams or vendors to execute projects.

Automate manual tasks; create/improve small tools that help make team operations more efficient.

Be the first point of escalation.

You contribute to the development of SOPs and are involved team/site improvement efforts.

You help train and onboard new team members.

You may also be tasked with additional duties as assigned by manager.

Basic Qualifications

1+ years of corporate setting Windows, Mac or Linux Operating systems support experience

High school or equivalent

Preferred Qualifications

3+ years of corporate setting Windows, Mac or Linux Operating systems support experience

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $42,200/year in our lowest geographic market up to $91,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.