IT Support Associate

About the role

Serves as the first point of contact for IT support, providing timely resolution of routine technical issues and ensuring a consistent, high-quality end-user experience.

Responsibilities

• Respond to service requests and incidents in accordance with established SLAs.
• Troubleshoot and resolve routine hardware, software, and access-related issues.
• Escalate unresolved or complex issues to appropriate support levels.
• Install, configure, and maintain end-user devices and peripherals.
• Support standard business applications, including M365 and collaboration tools.
• Document all activities and resolutions within the ITSM platform.
• Aid with onboarding/offboarding activities, including account setup and equipment provisioning.
• Provide basic end-user guidance and training as needed.
• Support conference room technology and audio/visual equipment.
• Follow established processes, procedures, and security protocols.
• Contribute to knowledge base documentation by capturing common issues and solutions.
• Build positive relationships with end users through responsive and professional service.

Skills, Knowledge and Experience

• Education: Associate’s Degree or equivalent work experience required; Bachelor’s preferred.
• Experience: 0–2 years of experience in IT support or service desk environment.
• Experience with Windows operating systems and M365 preferred.
• Basic knowledge of Active Directory preferred.
• Functional/Technical Knowledge, Skills and Abilities Required: Strong customer service and communication skills; Ability to follow defined processes and procedures; Basic troubleshooting and problem-solving ability; Strong organizational skills and attention to detail.