IT Support Associate I

Job Description

Job Description

Benefits:

U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company contribution, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 6 scheduled paid holidays. Additionally, eligible hourly/non-exempt and exempt employees accrue up to 112 hours of PTO based on years of service and may annually take up to 8 hours of paid volunteer time. Additional paid sick leave is also provided if required by state or local law.

Summary of Position:

This role is responsible for providing technical assistance and support to end-users, maintaining IT systems, and ensuring smooth day-to-day operations of digital infrastructure.

Essential Functions:

• Install, configure, and maintain desktops, enterprise network switch and routers, and other peripherals

• Build out systems with following strict standard operating procedures SOPs and documentation

• Maintain accurate documentation of support activities and system configurations

• Provide first-level technical support for hardware, software, and network issues

• Routinely tests and monitors IT system performance to ensure system security and reliability

• Assist with onboarding/offboarding by setting up user accounts and access permissions

• Troubleshoot and resolve issues related to operating systems, applications, and connectivity

• Collaborate with IT and engineering team members on system upgrades and security patches

Competencies:

1. Ensures Accountability

2. Tech Savvy

3. Communicates Effectively

4. Values Differences

5. Customer Focus

6. Resourcefulness

7. Drives Results

8. Plans and Prioritizes

9. Decision Quality

10. Self-Development

Work Environment:

This position is based in a professional office setting and regularly utilizes workplace technology, including computers, smartphones, multifunction printers, cloud-based filing systems, and collaboration tools.

Physical Demands:

This role requires physical capabilities that support the successful execution of key responsibilities. The employee regularly engages in verbal and written communication with colleagues and clients to address project-related inquiries and must be able to convey accurate information clearly and efficiently. The position involves remaining seated at a workstation for approximately 75% of the time, with occasional movement throughout the office to access equipment, supplies, and shared resources. Daily tasks include consistent use of computers and standard office technology such as keyboards, printers, and multifunction devices. The role also involves transporting equipment boxes weighing up to 25 pounds within the building and to other offsite locations as needed for project support.

Required Education and Experience:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field
• 1-3 years of experience

Qualifications:

• Proven ability to troubleshoot and resolve hardware, software, and network issues

• Windows and macOS operating systems

• Desktop and laptop hardware

• Network connectivity and basic troubleshooting

• Software installation and configuration

• Active Directory and user account management

• Imaging and patching systems 

• Ticketing systems (e.g., ServiceNow, Jira)

• Remote support tools

• Mobile device management

• Strong communication and customer service skills

• Ability to work independently and as part of a team 

• Analytical thinking and problem-solving

AAP/EEO Statement:

3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status or any other category that is protected by applicable law.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.