End User Support Technician

GET TO KNOW ALORICA At Alorica, we only do one thing u2013 make lives better, one interaction at a time. Weu2019re a global leader in customer service and experience, serving the worldu2019s biggest brands with tens of thousands of employees in hundreds of locations around the globe. JOB SUMMARY Provides first-line entry level basic to moderate complexity support for IT issues within a call center site. It will involve troubleshooting of IT hardware and software in the site and troubleshooting for other service lines. This job will require the technician to physically move or rack devices in the site. There will be after hours on-call rotational support needed as well. JOB FUNCTIONS u2022 Basic to moderate skill level troubleshooting of IT hardware within the site u2022 Basic to moderate skill level troubleshooting of software used within the site u2022 Compliance to all required security, patching and antivirus updates u2022 Adherence to documented processes & procedures u2022 After hours support will be needed to support outages, changes, and project work u2022 Physical movement of devices is required u2022 Escort of vendors & facilities contractors entering IT-only areas JOB RESPONSIBILITIES u2022 Must be able to troubleshoot basic to moderately complex IT issues with PCs, laptops, monitors, keyboards, mice, phones, printers u2022 Must be able to provide hands and feet support for other service lines and provide technical information back to network, server and voice teams (such as ping, tracert, cable tracing, device status) u2022 Must be able to image PCs using SCCM tool u2022 Must be able to troubleshoot basic to moderately complex software issues within the site u2022 Must have an understanding of how to use and troubleshoot Office 365, ServiceNow, SCCM, Active Directory, Windows 10 u2022 Must ensure all PCs and laptops remain compliant with security, patch and antivirus updates u2022 Must respond to and complete IT help ticket in a timely manner and escalate more complex issues to Sr Associate, Tech Lead or Supervisor u2022 Must be able to follow documented processes and procedures, but make suggestions for improvement if better ideas come to mind u2022 Must complete site health checks as required u2022 Must keep the EUS SharePoint site & other documentation updated u2022 After hours/weekend/holiday support will be required for on call rotation, change request support and project request support u2022 Physical movement of PCs, monitors, phones will be required, as will receiving and racking network, server and voice devices u2022 Must occasionally escort vendors or facilities into IT-only rooms OTHER RELATED DUTIES u2022 Complies with established policies and standards to ensure that access to company information and system resources, in any medium or format, is limited to authorized personnel. JOB REQUIREMENTS Minimum Education and Experience: u2022 Associateu2019s Degree or equivalent experience/Certifications within area related to job function u2022 2-3 years of related experience Knowledge, Skills and Abilities: u2022 Must possess excellent customer service skills u2022 Must possess good communication skills u2013 speak and write articulately u2022 Must be professional in the event of an executive or client visit u2022 Must be able to judge & communicate potential risks or issues as they arise u2013 see something, say something u2022 Must have a teamwork attitude u2022 Must partner with other departments to establish a positive work environment u2022 Must be able to work under pressure and adapt u2013 short deadlines, late requests, new requirements u2022 Must be able to accept and adapt to rapid change in the IT environment u2022 Act with ownership, accountability, honesty and urgency Equal Opportunity Employer - Veterans/Disabled

Created: 2026-03-12