ITS Support Associate II, IT Services

As an IT Services (ITS) Support Associate, you'll be the go-to expert for Amazon's corporate employees’, providing essential and exceptional on-site technical support to ensure their productivity remains uninterrupted. Amazon’s ITS Support Associates are committed, dependable and customer focused on the IT experience, ensuring our employees have the tools and resources they need to stay productive and efficient.

ITS Support Associates have a solid understanding of IT standards, systems and equipment deployed throughout Amazon. They adapt to new processes and procedures quickly, communicating and guiding both peers and non-technical Amazonians on solutions that maintain productivity.

Key job responsibilities
- Provide on-site, hands-on support for hardware, software and IT peripherals diagnosing, troubleshooting and resolving issues successfully with efficiency, escalating as needed
- Determine appropriate procedures, accurately documenting actions or deviations to improve global service improvements
- Communicate and collaborate with customers, peers and internal teams through various channels to troubleshoot, resolve issues and implement solutions
- Assist managing IT asset inventories, tracking usage and conducting audits
- Perform routine maintenance on IT equipment, including cleaning and replacing consumable components
- Help train and onboard new team members and Amazonians
- Grow and learn the latest technologies to stay ahead of the curve, expanding knowledge and skills
- Travel between buildings in the local area as required

A day in the life
Your day will be filled with exciting challenges and opportunities to showcase your technical expertise. You’ll engage with Amazonians across various teams, owning and understanding their unique IT needs and providing personalized support. You'll be a trusted advisor, a problem-solver, taking initiative to diagnose, troubleshoot and resolve a wide variety of hardware and software issues by implementing successful solutions. You will guide and empower both technical and non-technical Amazonians through the ever-evolving digital landscape.

About the team
Our IT Services team is a dynamic and diverse group of passionate problem-solvers who thrive on challenges and continuously push the boundaries of innovation. We foster an inclusive and collaborative environment where every voice is heard, and every idea is valued.

Inclusive Team Culture: At Amazon, we embrace curiosity and inclusion through employee-led affinity groups and events like CORE and AmazeCon, celebrating our differences and fostering continuous learning.

Mentorship and Career Growth: We aim to be Earth’s Best Employer by supporting your growth through mentorship, knowledge-sharing, and resources that help you advance both personally and professionally.- Bachelor’s Degree from an accredited university or equivalent
- At least 1 year of experience with technical experience in a corporate environment supporting Windows, Mac and/or Linux
- At least 1 year of experience with troubleshooting skills in a multi-user high availability environment
- At least 1 year of experience with PC hardware troubleshooting, repair, deployment, and liquidation
- At least 1 year of computer networking experience
- Ability to identify and proactively resolve or escalate issues
- Excellent customer facing skills
- Willingness to learn and apply new procedures and technology- Bachelor’s degree in Computer Science or IT related field
- CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
- Experience with client, server and network services DNS, DHCP, OSI Model and TCP/IP
- Experience with audiovisual, video conferencing or event support
- Experience in Active Directory and Windows Server backup solutions
- Understanding basic concepts of information security

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.