Client Support - Associate

Title: Client Support - Associate

Description: Identify, manage, escalation, and resolve technical issues. Install and configure software, print drivers, utilities, etc. to be utilized on workstations and computer networks. Troubleshoot all information technology issues, including software, hardware, and networking. Monitor installed systems, identify problems, and take corrective action. Role Responsibilities: Provide basic technical support to US Foods Clients. Troubleshoot application issues, basic diagnosing of the desktop/laptop software problems. Requirements: 1 - 3 years of related work experience, or an equivalent combination of education and experience. 1 - 3 years of customer service experience. Excellent communication skills. The ability to work in a team environment and commit to a flexible work schedule. Preferences: 1 - 3 years technical experience a plus. Previous experience troubleshooting desktop, printer and notebook issues. Very strong user and support of MSOffice.

Intake Questionnaire
1. Tell us about the project and day to day responsibilities for the contractor
- The role is for an Onsite IT Support Associate, responsible for managing
the technical support needs of the site. This includes overseeing new hire
onboarding, maintaining onsite printers, and addressing all technical
issues on the premises. As the primary point of contact for IT at this
location, the contractor must be approachable and customer-focused,
acting as the face of the IT department.
- Key responsibilities include issuing laptops, replacing hardware, and
performing software updates. Support is provided through an internal
ticketing system, where ticket volumes can range from 10 to over 60 per
day. The contractor will manage tickets and cases via chat, rather than
through a call center environment, though in-person assistance is also
required, as this is an onsite role in a full office environment.
- Support is provided to USF internal employees both on-site and remotely,
with remote assistance handled via chat. While ticket volumes can be as
high as 80 interactions on particularly busy days, there are also quieter
days with as few as 10.
- Training will be provided through a 3-4-week program, where the
contractor will shadow teammates and be guided through all necessary
processes. USF will supply all required equipment.

2. What are three MUST HAVE skill sets (technical) that are required?
- 2+ Years of IT Experience: Proficiency with hardware management,
including building systems, providing training, and assembling laptops.
Relevant certifications are a plus. Familiarity with networking concepts is
also required. While a degree is not mandatory, it is considered an
advantage. Basic troubleshooting experience with printers is also
necessary.
- 2+ Years of Customer Service Experience: Strong customer service skills,
including professional phone etiquette and the ability to interact
effectively with internal staff.
- Networking Experience: Understanding of network infrastructure, with the
ability to troubleshoot network-related issues and a solid grasp of
networking concepts.
- Windows Experience: A strong working knowledge of Windows operating
systems is required.
- Experience Flexibility: While candidates should have at least 2 years of
relevant experience in total, a diverse background in IT and customer
service is acceptable.

3. What are your top three PREFERRED skill sets (technical)?
- VPN exp preferred

4. Soft Skill requirements (team fit/personality requirements)?
- Friendly and approachable
- Represent IT and the company in the best way possible
- Ability to handle stressful situations/environments

5. What are the education and certification requirements (if requirements)?
- IT Certs or Degrees preferred but not required.

6. Are there specific companies/industries youd like to see candidates
have? No

7. Are there similar job titles that would work for this position? N/A

8. Is this an onsite or remote position?
Onsite

9. If onsite, please list the location.
Watertown, NY.

10. Is a Supplier Site Visit required? N/A

11. What will be the interview process?
a. In Person, Phone, or Video - Video, cameras on required
b. How many people will attend the interview? - 1st interview will consist of 1-2
people; 2nd interview will consist of a 3 person panel
c. How many interviews will be required? 2 interview process

12. What is the contract length of this position?
- 3 months will extend until FTE possible.

13. Is there an opportunity for temp-to-hire? Yes

14. What is the work schedule?
- M-F, 8am-5pm. 2 days out of the week will be 10am-7pm. Worker is able
to select which 2 days they would like to work the later schedule, as long
as its not Mondays.

15. Will travel, over time, or weekends be required for this role?
- OT possible upon business needs. No travel required. Weekends a
potential when business needs.

16. How would you best describe the team culture?
- USF takes a lot of pride in encouraging team to go above and beyond.
Family oriented team. Tenured members. Helpful, open, friendly. Must be
able to work well in a demanding and stressful environment. Good
balance between fast paced and calm days.
- Team size: over 70 markets that have 1-2 IT associates on site.

17.Do union represented employees normally do this work? No

Skills:

You will receive the following benefits:

• Medical Insurance - Four medical plans to choose from for you and your family
• Dental & Orthodontia Benefits
• Vision Benefits
• Health Savings Account (HSA)
• Health and Dependent Care Flexible Spending Accounts
• Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance
• Hospital Indemnity Insurance
• 401(k) including match with pre and post-tax options
• Paid Sick Time Leave
• Legal and Identity Protection Plans
• Pre-tax Commuter Benefit
• 529 College Saver Plan

Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.