Senior Associate Support Technician

March 10

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DLB Associates

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DLB Associates is a company that offers a unique, fully interactive gamified experience for users, allowing them to choose how they want to engage with the content. Whether users prefer a fun and challenging approach or a straightforward presentation of facts, DLB Associates caters to diverse preferences in user experience.

Datacenter • Liquid Cooling • Graphical OPR • Program Management • Visualizations

201 - 500 employees

Founded 1980

🎮 Gaming

📚 Education

⚡ Productivity

📋 Description

• This is a remote position. • DLB Associates is a leader in engineering and technology solutions, committed to innovation and operational excellence. • As a Support Technician Senior Associate, you will provide frontline IT support, troubleshoot technical issues, and manage system operations in a remote Microsoft-based environment. • This role offers the opportunity to work with cutting-edge technology, support cross-functional teams, and contribute to a fast-paced, problem-solving culture. • The Support Technician serves as the first line of support for all end-user technical requests in a fully remote, mainly Windows and Microsoft-based environment along with some iOS (iPhone/iPad). • This role involves troubleshooting operating system issues, Microsoft application problems, network connectivity challenges, and peripheral device setups. • The Support Technician also manages licensing requests for non-standard software and hardware/peripheral orders, ensuring timely response and resolution.

🎯 Requirements

• Strong familiarity with Windows OS (Windows 10/11) and Microsoft 365 applications (Teams, Outlook, SharePoint, etc.) • Familiarity with iOS for iPhones and iPads. • Basic understanding of networking concepts (e.g., DNS, DHCP, VPN). • Demonstrated aptitude for learning new technologies, including specialized engineering and custom software. • Excellent interpersonal skills, with a patient and empathetic approach when assisting users. • Commitment to user satisfaction and responsive communication. • Skilled in maintaining clear, concise records of support activities and resolutions. • Willingness to regularly update and improve the internal knowledge base. • Ability to collaborate in a remote team setting and handle escalations effectively. • Self-motivated with the capacity to work under limited supervision. • Proven ability to handle multiple tickets and tasks simultaneously, meeting deadlines and service-level agreements.

🏖️ Benefits

• Choice of comprehensive medical plans (including two PPO-style plans and a HDHP w/ HSA option) • Health reimbursement account (HRA), flex spending accounts (FSA) • Dental and vision plans • Comprehensive medical, dental and vision benefits extended to spouse / domestic partner and dependent children up to age 26 • 401k with company match and self-directed brokerage account option • PTO including additional paid time off during the last week of the year • Company paid life insurance coverage for employees and their eligible dependents • Short and long-term disability, AD&D coverage • Professional development opportunities, tuition reimbursement and professional licensing assistance • Paid parental leave after one year of employment