Information Technology Support Assistant

Company Description

Anillo Industries Inc. is a leading manufacturer in the aerospace industry, specializing in aerospace fasteners. Our company adheres to the stringent standards of AS9100 D to prioritize quality management and ensure compliance with industry requirements. Trusted globally, we provide essential components for aerospace and defense applications, contributing to the advancement of the aerospace sector.

Role Description

The IT Support Assistant is responsible for providing day-to-day technical support to employees by resolving IT-related issues, and ensuring that systems, software, and networks run smoothly. The role involves troubleshooting hardware and software problems, assisting with installations and updates, and maintaining IT equipment to support the organization's operations.

Key Responsibilities:

• Technical Support: Provide first-line support to staff for issues related to computers, hardware, software, and network connectivity. Respond to support requests via phone, email, or in person, ensuring timely resolution.
• Troubleshooting: Diagnose and troubleshoot technical issues with computers, printers, phones, and other office equipment. Provide remote support when necessary.
• System Maintenance: Assist with system updates, patches, and software installations to ensure systems are up-to-date and secure.
• User Onboarding: Assist in setting up new users, including installing software, configuring email accounts, and setting up hardware (computers, monitors, printers, etc.).
• Hardware Management: Assist with the inventory, procurement, and setup of IT equipment, including laptops, desktops, printers, and other peripherals.
• Documentation: Maintain accurate records of support tickets, troubleshooting steps, and resolutions in a ticketing system. Create and update user manuals or FAQs to help staff resolve common issues.
• Network and Systems Monitoring: Assist in monitoring network performance, identifying issues, and reporting them to senior IT staff. Help with routine network checks and backups.
• Software and Hardware Installation: Assist with the installation of software applications, system updates, and hardware setups for users.
• Security Support: Help enforce security protocols by ensuring that users follow IT security policies, such as password management and data backup procedures.
• Collaboration with IT Team: Work closely with the IT team to escalate more complex technical issues and assist with larger IT projects, such as system upgrades or migrations.
• Customer Service: Provide friendly and professional customer service, guiding users through technical processes and ensuring a positive experience.

Skills & Qualifications:

• Education: High school diploma or equivalent required; a degree or certification in IT, Computer Science, or a related field is a plus.
• Experience: Previous experience in a customer service or technical support role is beneficial but not required. Familiarity with IT systems, hardware, and software is preferred.

Technical Knowledge:

• Basic understanding of operating systems (Windows, macOS, Linux) and Microsoft Office Suite.
• Familiarity with troubleshooting hardware and software issues.
• Basic knowledge of networking concepts (Wi-Fi, VPN, IP addresses).
• Familiarity with remote support tools (e.g., TeamViewer, Remote Desktop).

Skills:

• Strong problem-solving and analytical skills.
• Excellent communication skills, both verbal and written.
• Customer service-oriented with a patient and empathetic attitude.
• Ability to prioritize tasks and work efficiently under pressure.
• Attention to detail and ability to document issues and solutions clearly.
• Certifications: IT-related certifications (e.g., CompTIA IT Fundamentals, CompTIA A , or Microsoft certifications) are a plus but not required.

Key Competencies:

• Technical Aptitude: Comfortable with troubleshooting technology and learning new systems and tools quickly.
• Adaptability: Ability to handle changing priorities and work in a fast-paced environment.
• Teamwork: Collaborates well with others, contributing to team projects and assisting other IT team members.
• Time Management: Effectively manages time and multiple tasks to meet deadlines.

Work Environment:

• Work Hours: Full-time, Monday through Friday, with the potential for occasional overtime during system updates or emergencies.
• Work Conditions: Primarily office-based with the potential to work remotely during troubleshooting or support requests.