IT Help Desk Associate

About the role

The Helpdesk Associate troubleshoots technical issues for in-house, branch locations and remote staff, ensuring smooth operations and optimal user experience. Occasional travel to branch locations in the Midwest may be required.

Responsibilities

• Provide first-line support to users by diagnosing and resolving technical issues related to Microsoft Windows OS, Microsoft 365, and Apple iOS
• Assist remote employees with IT-related queries and troubleshooting via phone, email, or remote support tools
• Collaborate with the IT team to document solutions and update knowledge base articles
• Perform routine maintenance and updates on user hardware and software
• Escalate complex issues to senior IT staff as necessary
• Conduct site visits to branch locations for hands-on troubleshooting and support
• Ensure timely resolution of support tickets and maintain accurate records of issues and solutions
• Stay current with technology trends and developments to provide effective support

Requirements

• Proven experience in IT support or helpdesk roles, specifically with Microsoft Windows OS, Microsoft 365, and Apple iOS
• Strong troubleshooting skills with the ability to diagnose and resolve technical issues
• Excellent communication skills, both verbal and written
• Ability to work independently and as part of a team
• Willingness to travel to branch locations as needed
• Familiarity with remote support tools and ticketing systems is a plus
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified) are preferred