ITS Support Associate, IT Services (Global Service Desk) jobs in United States
cer-icon
Apply on Employer Site
company-logo

Amazon · 3 days ago

ITS Support Associate, IT Services (Global Service Desk)

positionElkhart County, IN
timeFull-time
remoteOnsite
seniorityEntry Level
date1+ years exp

Amazon is a global leader in technology and innovation, and they are seeking an IT Support Associate for their Global Service Desk. The role focuses on providing comprehensive technical support to Amazon Corporate employees worldwide, handling support requests via various channels, and ensuring customer satisfaction while adhering to standard operating procedures.

Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail
check
H1B Sponsor Likelynote

Responsibilities

Provides comprehensive technical support to Amazon Corporate employees worldwide
Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards
Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved
Creates and submits detailed contact logs documenting customer interactions that are accurate, thorough, and timely
Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed
Follow all standard operating procedures (SOP) through the effective use of Knowledge management
Manage a case count between 15-25 phone/chat/tickets
Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users
Assists with activities to triage and escalate any system or network outage to reduce downtime
Adherence to shift schedules and timeliness are key requirements
Willingness to work flexible shifts (24/7) model, weekends and holidays

Qualification

Windows supportMac supportLinux supportNetwork troubleshootingCompTIA A+CompTIA Network+Cisco/CCNACustomer serviceTechnical supportProblem-solvingDocumentation

Required

1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
Experience troubleshooting integrated and interdependent computer systems
Experience with network troubleshooting and support
Provides comprehensive technical support to Amazon Corporate employees worldwide
Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards
Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved
Creates and submits detailed contact logs documenting customer interactions that are accurate, thorough, and timely
Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed
Follow all standard operating procedures (SOP) through the effective use of Knowledge management
Manage a case count between 15-25 phone/chat/tickets
Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users
Assists with activities to triage and escalate any system or network outage to reduce downtime
Adherence to shift schedules and timeliness are key requirements
Willingness to work flexible shifts (24/7) model, weekends and holidays

Preferred

CompTIA A+
CompTIA Network+
Cisco/CCNA
Linux (Redhat)
Microsoft hardware (installation)
AWS
other industry relevant certifications
Experience in a dynamic environment with a high degree of customer service

Company

Amazon

twittertwittertwitter
Glassdoor3.7
company-logo
Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.
dateFounded in 1994
location
Seattle, Washington, USA
people-size10001+ employees
web-link
https://amazon.com

H1B Sponsorship

Amazon has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22803)
2024 (21175)
2023 (19057)
2022 (24088)
2021 (12233)
2020 (14881)

Funding

Current Stage
Public Company
Total Funding
$8.11B
Key Investors
AmazonKleiner Perkins
2023-01-03Post Ipo Debt· $8B
2001-07-24Post Ipo Equity· $100M
1997-05-15IPO

Leadership Team

leader-logo
Douglas J. Herrington
CEO, Worldwide Amazon Stores
linkedin
leader-logo
Werner Vogels
VP & CTO
linkedin

Recent News

The Motley Fool
Where Will Amazon Be in 1 Year?
2026-01-09
IndiaTimes
Amazon launches updated Fire TV interface and first-ever lifestyle TV: All details
2026-01-08
Tech in Asia
Amazon’s AI shopping tool faces backlash from online retailers
2026-01-08
Company data provided by crunchbase