IT Support Associate

What you'll do

IT End User Full Lifecycle Management

• Responsible for planning, managing, and directing all aspects of equipment and software onboarding of new hires at all levels (e.g., account creation, hardware delivery, information security training, etc)
• Independently evaluates employee capabilities and needs with respect to training, researches, and provides direct training and support to employees who are unfamiliar with our core tools, core infrastructure, and hardware
• Manages all aspects of technical offboarding (e.g., account deletion, suspension, data transfer, release or return of Nava equipment) for departing employees
• Researches and recommends technical and non-technical solutions for IT challenges
• Interfaces directly with external vendors on an as-needed basis to evaluate and support the purchase of tools or licenses for tools
• Acts as the designated backup to the IT Director on necessary tasks (e.g., vendor management, strategic planning and discussion, etc) when the IT Director is unavailable
• Manage sensitive matters with a high level of confidentiality and discretion especially decisions directly impacting the global operations of the company
• Evaluates and makes determinations in order to grant software licenses to new and existing employees
• Maintains existing licenses and coordinates with Finance to procure and process invoices for software licenses
• Evaluates and recommends actions for end user problems with hardware and software licenses

Device and Asset Management

• Procures new computers and other hardware for new employees, as well as longer-term employees whose hardware has issues
• Researches and recommends actions to address end user issues with hardware as they arise
• Ensures an appropriate inventory of computers, A/V equipment, and other devices that belong to Nava
• Coordinates with vendors to assist with malfunctioning devices
• Takes necessary action to wipe and assess returned devices when returned by users

A/V Support

• Provides onsite A/V support for Nava events
• Supports the A/V needs for teams as they conduct virtual and in-person events that can involve Nava employees or the general public
• Evaluates and troubleshoots A/V matters

Emergency Response Management

• Review, evaluate, and make recommendations in connection with information technology emergency matters 
• Working with the IT Director to quickly and thoroughly respond to emergencies such as lost hardware or security breaches

Required skills

• 1+ years of experience in IT support or tech-forward customer service support
• An adaptive, empathetic, collaborative, curious, and positive mindset
• Experience with organizational software administration (G Suite)
• Experience managing basic IT, e.g. A/V setup and configuration
• Highly organized, resourceful, reliable, and detail-oriented
• Ability to work independently and autonomously within a distributed team while soliciting feedback when necessary
• Ability to think strategically around trade-offs and short term vs. long term benefits
• Excellent written and verbal communication skills

Desired Skills

• Experience administering software for distributed 650+ person team
• Beginner's knowledge of security practices and administration of security software (SentinelOne / Carbon Black)
• Ability to build and form strong relationships both internally and externally