Work All Remote

Role Description

The Associate IT Specialist is a customer service driven professional, committed to providing responsive and thorough assistance to our technology solutions. As a member of the nCino Help Desk team, you are the first line of engagement to support users through complex and routine system needs.

• Deliver exceptional customer service to all stakeholders via phone, remote, and face-to-face interactions with users to provide solutions and enhance user skills
• Assist in triaging and responding to tickets received into our global IT Helpdesk
• Monitor internal IT support channels and field walk-up support requests from other Help Desk and IT team members
• Provide day-to-day support and troubleshooting on a variety of hardware solutions (i.e., Mac/PC systems, mobile devices, office printers, audiovisual and video conferencing systems)
• Solve issues effectively and efficiently by leveraging internal and external resources and knowing when to escalate
• Maintain end-user documentation, keeping information current and delivering training and resources as needed
• Support new hires onboarding by provisioning new computers, user accounts and peripherals
• Identify and provide solutions to streamline processes effectively and efficiently
• Manage and maintain Microsoft Windows desktop/server and Active Directory environments
• Understand and implement security administration standards on both Mac and PC
• Stay abreast of current software and technical procedures, and identify innovations to enhance current software and technical offerings
• Assist with administrative tasks and other assignments as required

Qualifications

• Bachelor’s degree in computer science, information technology, or related discipline, with 0-2 years’ experience or combination experience and education
• Exceptional communication and customer service skills to Make Someone’s Day and resolve user issues
• Ability to understand and troubleshoot problems by applying knowledge and documentation resources
• Experience with endpoint configuration management tools, such as mobile device management (MDM) tools
• Ability to troubleshoot basic network issues
• Strong technical acumen, with ability to learn and understand new software, systems, and hardware
• Ability to manage multiple tasks and prioritize based on risk and impact to stakeholders

Requirements

• Experience in SaaS or other enterprise IT environments
• Experience with Zoom video conferencing
• Experience with Microsoft Intune Endpoint Manager
• Scripting experience (HTML, PHP, Shell, Bash, Python, etc.)

Company Description