The Associate Support Engineer position is responsible for providing administrative support to the IT staff as well as first level IT support to the BlackLine community. The IT administrator will be responsible for coordinating purchases of IT hardware and software and vendor management. This includes managing software licensing, hardware lifecycle management, and the software approval process. Support includes installation and testing of computer systems and peripherals with established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
Responsibilities:

• Hardware purchases
• Software purchases and renewals
• Manage our relationships with VARs
• Software license management
• Hardware lifecycle management
• Manage hardware support renewals
• Work with both internal teams (InfoSec, Legal, Purchasing) and external venders for the approval and purchase of new software
• Provide level 1 technical support for desktop hardware, software, and operational issues
• Setup new hire desks with computer equipment and peripherals
• Ability to competently communicate technical concepts to the lay person and all levels of management in person and by phone
• Track and route problems, requests and document resolutions
• Prepare reports around SLAs, help desk statistics, business processes, etc.
• Document IT processes and policies
• Printer support
• Vigilant email review to provide the best support experience

Qualifications:

• 1 - 3 years' experience in customer service
• 1 - 3 years' experience working with vendors, suppliers, and business units
• Knowledge of Windows and/or Macintosh computers, printers, and basic networking
• Knowledge and experience with customer service practices and processes
• Positive attitude and ability to remain flexible
• Process orientation to help the help desk grow into standardized processes
• Oral and written communication skills to successfully support users in a positive and engaging manner
• Ability to learn quickly, and adapt to new situations and new scenarios
• Strong orientation toward customer service
• The ability to analyze problems in various situation by leveraging available resources
• The ability to remain positive and even thrive in scenarios that require significant adaptability
• Must be able to plan and remain organized under significant workload and stress
• Must be detail oriented to resolve issues to closure
• Needs to be able to work in fast paced environment