IT Support Associate at Root Capital

Position Overview

The IT Support Associate is responsible for providing daily IT support and training for our global offices, ensuring smooth operation of IT hardware and software. This role involves resolving and triaging IT cases, troubleshooting issues in a predominantly PC and cloud-based environment, and coordinating with local liaisons and independent IT consultants. Additionally, the IT Support Associate will manage Intranet administration, contribute to the development of Root Capital's IT knowledgebase, and provide trainings on the use of IT hardware and software.

Responsibilities

IT Case Resolution (40%)

• Respond to IT support requests from global offices via the case system or ad-hoc requests, triaging technical consultants, product SMEs, or IT System Administrators when necessary.
• Troubleshoot various issues in a predominantly PC and cloud-based environment, including significant video conferencing support on site.
• Coordinate and assist with local office projects in context of the above requirements.

Intranet Administration and Support (25%)

• Provide administrative, programmatic, and operational support for the RC Intranet hosted in SharePoint Online.
• Work with the Intranet Developer team to improve the Intranet's appearance and content. Directly configure, or escalate requests, pertaining to technical improvements pertaining to the Intranet.
• Manage specific IT portals on the Intranet to facilitate training and communication.

IT Training, KB, and LMS Support (20%)

• Recommend optimizations to IT processes as a front-facing IT contact with RC user base including direct involvement with HR and Executive office initiatives.
• Create documentation and training materials for ongoing IT initiatives as well as IT orientation materials.
• Support internal Knowledge Base (KB) management to ensure up-to-date and accessible knowledge resources throughout the organization in close collaboration with department operations teams and LMS developers.
• Facilitate in-person and virtual training sessions for end users and other trainers

Hardware Asset Support (15%)

• Maintain accurate hardware/software inventory through Salesforce and other control platforms.
• Support global IT asset procurement and provide asset support for all users.
• Execute laptop security checks, ensuring software updates, malware scanning, and troubleshooting take place.
• Responsible for secure deprovisioning of aged hardware and adherence to data policies.
• Assist in developing, testing, deploying, and monitoring Intune/MDM policies for optimal system performance.

Required Skills and Experience

• Proven experience in IT support, troubleshooting, and case management.
• Familiarity with PC and cloud-based environments, video conferencing systems, and Sharepoint Online.
• Strong organizational and communication skills.
• Ability to work collaboratively with global teams and local liaisons.
• Knowledge of IT asset management and Salesforce is a plus.
• Self motivated and desire to Excel.