Digital Workplace Support Associate

The Digital Workplace Support Associate is a vital role focused on maintaining a secure and productive digital work environment for all employees. The person in this position is responsible for troubleshooting technical issues and ensuring employees have the right tools to succeed. A successful candidate will be able to demonstrate technical aptitude, a robust troubleshooting methodology, and strong communication skills to facilitate the timely resolution of customer issues and provide excellent customer service.
Essential Job Functions
• Provide Technical Support: Respond to digital and technical support inquiries and complaints. Diagnose and resolve issues with hardware (laptops, desktops, mobile devices), software, and network connectivity.
• Manage Digital Tools: Manage essential workplace applications, including Microsoft 365 (Word, Excel, Teams), video conferencing tools (Zoom), and other company-specific software. Assist with user accounts and permissions.
• Ensure Cybersecurity: Support cybersecurity measures by ensuring user devices are secure. This includes helping with multi-factor authentication setup, verifying security patches are installed, and assisting with data security best practices. Help users understand and follow company security policies.
• Manage Endpoints: Focus on the full lifecycle of company devices—from setting up new computers and managing software updates to decommissioning old hardware.
• Maintain Accountability: Create and update support tickets according to documented processes and procedures. Maintain ownership and accountability for issues until they are fully resolved or handed off to other departments.
• Communicate and Collaborate: Maintain open communication with technical teams to ensure timely problem resolution and customer satisfaction. Maintain confidentiality regarding all customer and company data, and foster a positive and collaborative culture.
Experience/ Training/ Education
• Associates Degree in Computer Science or Network Systems Administration preferred.
• 3 to 5 years’ experience providing customer phone support. IT or technical support experience for direct-to-consumer technology is preferred.
• • IT Certification, or two years of equivalent experience working in IT or technical support.
Knowledge, Skills, and Ability
• Organizational Skills: Ability to organize and prioritize numerous tasks under various time constraints. Must be able to perform job responsibilities as the workload fluctuates and keep multiple projects progressing simultaneously.
• Technical Knowledge: Strong technical knowledge of IT infrastructure, including desktop systems, operating systems, network connectivity, and common business applications.
• IT Service Management: Basic knowledge of issue ticketing systems and ticket/case lifecycle management. Proficiency in IT service management principles, processes, and tools, with a focus on incident management and request fulfillment.
• Problem-Solving: Strong problem-solving and decision-making abilities, coupled with a customer-centric mindset.
• Communication: Exceptional communication and interpersonal skills, with the ability to convey technical concepts to non-technical users.
• Work Ethic: Proven ability to work well under pressure, prioritize tasks, and manage multiple priorities effectively. A passion for delivering excellent customer service and a commitment to continuous improvement.
• Personal Attributes: Detail-oriented, organized, and able to multitask and shift priorities quickly while maintaining control under limited supervision. Reliable and regular attendance is expected.
• Language: Must be able to speak, read, and write English.
Working Conditions:
Works in offices close to those of top management. Generally, work forty hours per week; however, some work shifts or extended hours during busy periods. When schedules change and problems arise, working under pressure is unavoidable, but deadlines and goals must still be met. Due to system maintenance or IT-related support, may be required to be on-call on an irregular work schedule, including weekends, early mornings, evenings, and holidays.


Benefits*: Wismettac offers competitive benefits, which include:
• Health Insurance
• Vision Insurance
• Dental Insurance
• Life & accident insurance
• Pet Insurance
• 401(k) with company matching
• 19 days of paid time off
• Wellness program and EAP assistance
• and much more!
*Most benefits require employee contribution
Pre-employment Drug testing is required.
Must be authorized to work in the United States on a full-time basis for any employer.
Principals only. Recruiters, please do not contact this job posting.