IT Support Associate - Level II

GPP Database Link Job Summary: Provides operational support ensuring the effectiveness, efficiency, accuracy, and availability of IT resources for end users under moderate supervision. Must work collaboratively with others.

Performs IT production support for assigned area(s) according to documented processes. Diagnose and problem solve issues with IT hardware or software components with direction. May require ability to install, configure, or disposition IT hardware and/or application issues. Troubleshoots assigned issues per department standards and escalates if unable to resolve. Uses Incident Management system to manage reported issues or requests submitted by end users and log any actions or support provided. Provides one-on-one training for less experienced associates on IT support processes and tools. Assists with additional IT responsibilities as assigned. Is familiar with SLA / Operational Level Agreements between other IT Services Provided.