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Associate Support Technician
| Company | Movement Mortage |
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| Location | Fort Mill, SC, USA |
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| Salary | $41900 – $61700 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior |
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Requirements
- High school diploma or GED
- 1+ years of experience working in a technical support role
- Ability to be on-site at our headquarters in Indian Land, SC or in a previously agreed upon remote location
- Working knowledge of Windows operating systems
- Ability to provide basic technical support on a limited deployment of Mac OS
- Experience administering Microsoft 365, Active Directory, Entra ID, and using remote support tools
- Excellent communication skills, both written and verbal
- Able to multitask efficiently
- Basic understanding of IT security principles and practices
- Strong analytical skills to investigate and resolve customer support cases
- Ability to work extended hours, including nights, weekends, and holidays, if needed during periods of high volume or to meet special requests
Responsibilities
- Triage, prioritize, categorize, resolve and/or escalate cases within our ITSM (Service Cloud – Salesforce) with a focus on meeting SLAs
- Administer and troubleshoot end-user hardware and software on a Microsoft Windows-based domain and a limited number of Mac OS devices
- Work in Active DirectoryEntra ID performing routine duties such as onboarding, offboarding, password resets, group membership, and troubleshooting account lockouts, etc.
- Troubleshoot and resolve basic mobile device support requests iOS/Android
- Perform asset management duties such as hardware deployment, hardware return, break/fix, inventory reconciliation, and fulfilling hardware requests
- Provide user training and support for commonly used applications and systems
- Support end-user functions of the enterprise software application landscape, escalating to respective teams as needed
- Maintain service excellence by providing customers with regular updates throughout the management of their incidents and requests
- Participate in IT projects such as upgrades, rollouts, and migrations that fall within scope of Tier 1
- Troubleshoot basic network and application connectivity issues
- Effectively communicate across multiple channels such as email, ITSM cases, chat, phone, and in-person
- Assist with creating and maintaining relevant technical knowledgebase articles
Preferred Qualifications
No preferred qualifications provided.
