IT Support Associate II, IT Services

IT Support Associate II, IT Services at Amazon

The Amazon Helpdesk is the primary resource for Amazon employees seeking assistance with technical issues related to desktops, laptops, mobile devices, network services, and software. This team collaborates with Amazon and Amazon service managers to maintain internal solutions and address employee technical challenges. Furthermore, they are responsible for managing all on-premise infrastructure, including servers, network devices, telephony, and printers.

Amazon.com is actively seeking a dynamic and motivated IT Support Associate II to join their IT Services Team. If you possess a strong customer focus, excellent problem-solving skills, and experience across Chrome OS and Windows environments, we encourage you to apply.

As a key member of this team, you will have a valuable opportunity to advance your career by maintaining and supporting Amazon’s unique corporate infrastructure, service platforms, and employees. This demanding role requires robust communication skills, strong technical, analytical, and problem-solving competencies, and above all, an unwavering commitment to customer obsession.

Key Responsibilities

• Provide ticket-based, walk-up, and remote Helpdesk support for Amazon’s expanding multi-site user base and diverse environments.
• Direct internal and external service provider engagements, as necessary, to process support requests efficiently for timely issue resolution.
• Manage various routine processes, including new hire onboarding, computer life cycle management, asset management, computer imaging, hardware warranty support, and hardware recycling.
• Participate in the development, implementation, and administration of processes and procedures to ensure the reliability, recoverability, and optimal performance of user hardware and local services.
• Work collaboratively with the IT Operations team to uphold system Service Level Agreements (SLAs), including participation in a rotating on-call schedule for production support issues.
• Research, procure, vet, and deploy new hardware and software solutions.

Key Job Responsibilities

• Windows/Mac/Linux OS deployment.
• Providing remote technical support.
• User hardware, software, and peripheral support.
• LAN troubleshooting and support.
• Hardware procurement and asset management.
• Creating and maintaining detailed documentation.

A Day in the Life

We are looking for a customer-focused IT Support Associate II who excels in Windows, Mac, and Linux OS deployment, delivers comprehensive remote technical support, and assists with user hardware, software, and peripheral needs. The ideal candidate will also demonstrate expertise in LAN troubleshooting and hardware asset management. This role requires maintaining detailed documentation while handling a high volume of urgent requests, showcasing innovation, energy, and adaptability to new processes. You must be self-motivated, capable of working independently with minimal supervision, and maintain high productivity levels, even in ambiguous situations. This position seeks an individual who combines strong technical capabilities with genuine curiosity, a commitment to team success, and a proactive approach to delivering hands-on IT support across all platforms.

Basic Qualifications

• 3+ years of corporate setting Windows, Mac, or Linux operating systems support experience.
• Experience troubleshooting integrated and interdependent computer systems.
• Experience maintaining Zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals.

Preferred Qualifications

• CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry-relevant certifications.
• Experience in a dynamic environment with a high degree of customer service.

Key skills/competency

• Helpdesk Support
• Remote Troubleshooting
• Windows OS
• Mac OS
• Linux OS
• LAN Troubleshooting
• Hardware Support
• Asset Management
• Customer Service
• System SLAs