Help Desk Support Associate

Key Responsibilities

• Provide phone-based technical support (10–20 calls per day) to external customers
• Deliver a high-touch, white-glove customer experience
• Troubleshoot and resolve technical issues using remote support tools
• Guide non-technical users step-by-step through hardware and software issues
• Drive first-call resolution whenever possible
• Log, track, and update tickets in a ticketing system
• Support cloud-based environments
• Aid users with Microsoft 365 tools (OneDrive, SharePoint, Forms, Bookings, etc.)
• Provide basic training and onboarding to users on technology tools
• Cook up with vendors (Dell, Lenovo, Microsoft) for hardware/service issues
• Approach issues with a holistic problem-solving mindset (beyond break/fix)

Required Qualifications

• 2–6+ years of experience in Help Desk, Service Desk, or Desktop Support
• Strong phone support experience (handling ~10+ calls daily)
• Experience supporting external customers or clients (not just internal employees)
• Hands-on experience with: Remote support tools (e.g., ConnectWise, NinjaOne, TeamViewer, LogMeIn), Ticketing systems (ServiceNow, Jira, Zendesk, etc.)
• Working knowledge of: Microsoft 365 suite, Windows OS troubleshooting, Basic hardware troubleshooting (remotely guided)
• Excellent verbal and written communication skills

Preferred Qualifications

• Experience working in a Managed Service Provider (MSP) environment
• Exposure to: Intune, Entra ID, Defender, Endpoint/device management tools
• Experience handling Tier 1, Tier 2, and Tier 3 support responsibilities
• Experience providing user training or guided technical support