IT Support Associate

Overview: 

We are seeking a Junior IT Support Technician to join our IT Support Team. This role is ideal for someone passionate about technology and eager to provide IT system support. The role supports the Desktop Systems and General IT matters at the Guidepoint office in Shanghai.

This includes triaging hardware and software issues, network problems and other IT tasks as assigned.

What You'll Do:

• Provide helpdesk support to a technical and non-technical staff in a Windows/MAC environment
• Management of desktop systems, and applications (MS Office / Firefox, etc)
• Setting up and configuring new desktops and users 
• Troubleshoot network issues, desktop application issues, security issues (Anti-virus, malware, etc)
• Available off hours to monitor and respond to support calls and alerts;
• Printer management; Audio/Video devices
• Provide remote support to global users
• Manage and support mobile devices
• Inventory management
• Maintain a knowledge base, documentation and administration procedures
• Research on new technology
• Knowledge of Ticketing systems/Helpdesk  ( ManageEngine , ServiceNow , Jira etc)
• Basic troubleshooting /understanding : Azure environment , Endpoint , Intune , O365 Admin Portal / Exchange Online

What You Have:

• Bachelor's Degree

• 3-4 years of experience with IT Support in a corporate office environment

• Previous internship/volunteering/extracurricular experience

• OS: Working knowledge of Windows OS.  (Mac/Linux a plus)

• Networking: LAN, WAN, TCP/IP, DHCP, DNS, Active Directory

• Security: Data & Network security

• Network/traffic security (file/folder, content filtering, etc)

• Knowledgeable in Spy/Malware/Virus vulnerabilities

• Spam filtering; Knowledge of messaging protocols

• Hardware: Dell Laptops, Printers, Docking Stations, Monitors 

• Applications: Basic Desktop applications,

• Application deployment and updates as needed

• Microsoft Suite, including Teams, O365 Office Suite 

• Data recovery tools, Microsoft Office, QuickBooks, etc