User Support Associate
Job Details
Williams and Fudge, Inc. - Rock Hill, SC
Full Time
High School
Information Technology
User Support Associate

We’re looking for a User Support Associate to provide front-line support to our employees through an excellent customer service experience. This role requires excellent problem solving and communication skills and eager learning skills. This is an entry-level role and may require after hours/on call responsibilities. This position located at our corporate headquarters inside the Historic Old Cotton Factory in downtown Rock Hill, SC.

What will I be doing?

  • Use tools to communicate with users via ticketing systems, chat, email and telephone. Users may be in the office or remote; troubleshooting methods will vary case by case.
  • Escalate problems to appropriate Tier 2/3 teams when necessary.
  • Maintain inventory of equipment checked out for employee user at home.
  • Manage stock of self-service equipment for staff to use as needed.
  • Learn new systems, new problems and how to solve them.
  • Create and update documentation for employees and for the internal IT teams.
  • On occasion, assist the IT team with general administration of Windows/Linus servers, datacenter systems, end-user systems and other technology areas.
  • Managing Microsoft Active Directory environments.
  • Learning and working alongside other team members as needed on networking, server, database, virtualization, information security, firewalls, desktops, printer, web development and software development projects.
  • Set up desks, training rooms and equipment as needed.
  • Assist with personnel moves as needed.
  • Light facilities maintenance.
  • Gatekeeper for external vendors and suppliers.
  • Strong problem - solving and communication skills
  • Ability to learn quickly and work independently or as part of a team
  • Demonstrate excellent attendance and time management
  • Remain professional and confidential in all information disclosed

Why join us?

  • Professional, family atmosphere where we WORK-PLAY-GIVE.
  • Relaxed dress code, flexible work hours and ability to work from home
  • Coffee shop and brewery on campus with food trucks visiting multiple times a week for lunch
  • Employee appreciation events throughout the year
  • Ample opportunities to give back to the community
  • Comprehensive medical and dental benefits for employees and/or families
  • Company-paid life insurance and long-term disability coverage
  • Company-sponsored 401(k) plan with generous company match
  • Named a “Best Places to Work in Collections” for the last 11 years
  • Employee wellness program

Must be able to pass a criminal background check and E-Verify. Williams & Fudge, Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.