Associate IT Support Specialist

About this opportunity

We are seeking an Associate IT Support Specialist to join our Global Operations Center (GOC). The Global Operations Center is a support team within our Digital Workplace Experience (DWE) organization that provides remote technical support to our internal employees. In this role, you will be responsible for providing tier 1 technical support to Align Employees, resolving issues related to our products and services, and ensuring a positive user experience. In this role, you will… Respond to end user inquiries, problems, and requests via chat, email, and ticket. Diagnose, troubleshoot, and resolve technical issues related to our products and services. Escalate complex issues to the appropriate team as instructed by knowledge article and / or SOP. Document customer interactions, troubleshooting steps, and resolution methods in our ticketing system (ServiceNow). Adhere to the team’s key performance indicators (KPI) and Service Level Agreements (SLA). Participate in ongoing training to stay up to date with the latest technologies and best practices. In this role, you’ll need … Must Have Familiarity with common operating systems (Windows, MacOS, iOS, Android) Experience working with and troubleshooting the MS O365 suite. Working knowledge of Active Directory, Azure, and Exchange management Excellent verbal and written communication skills A flexibility to work in shifts and on weekends as needed. Desired Previous experience in a customer service or technical support role Ability to work in a face-paced and dynamic environment. A problem-solving attitude and a willingness to learn new technologies. Industry certifications (CompTIA, ITIL, HDI)