Technical Support Associate I

Technical Support Associate I
Location : Charlotte, NC
Job Type : Full-Time

Responsibilities:

• Provide frontline support for FW engineers and offer hands-on assistance in testing devices.
• Assist employees promptly in resolving software and/or hardware issues they encounter.
• Troubleshoot PC, network, copier, printer, and application problems.
• Coordinate and execute repairs on electronic devices as needed.
• Deliver user training on software and hardware as appropriate.
• Support the Engineering Team by completing project tasks and serving as backup for other staff members as necessary.
• Maintain organization and mapping of the Lab test rack and network operating system.
• Enhance processes by assessing goals and providing recommendations for improvement.
• Identify potential network issues, including firewalls, proxies, constrained WAN bandwidth, and latency, as well as LDAP configurations.

Other responsibilities include, but not limited to: 

• May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate (e.g., emergencies changes in workload, rush jobs or technical developments).

Qualifications:

• Pursuing a Bachelor’s degree in Information Technology, Computer Science, Electronics Engineering or a related field preferred.
• 2+ years of experience in technical support or IT helpdesk role would be a plus.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) would be a plus.
• Strong knowledge of computer hardware, software, and operating systems, including Windows and MacOS.
• Excellent communication skills, both verbal and written, with the ability to interact professionally with employees at all levels of the organization.
• Strong problem-solving skills and the ability to work independently with minimal supervision.

Skills:

• Technical troubleshooting abilities
• Hands-on hardware repair experience
• Organization and documentation capabilities
• Process improvement aptitude
• Network troubleshooting knowledge
• Team collaboration abilities
• Training delivery proficiency