IT Support Associate

About the role

The IT Support Associate serves as the first point of contact for client technology support requests, playing a key role in resolving routine technical issues and maintaining service excellence. This role manages the intake and triage of support tickets while collaborating with the broader technology team to ensure timely, effective resolution. It's an ideal position for an early-career professional who is client-focused, detail-oriented, and eager to build a foundation in IT within a professional services environment.

Responsibilities

• Monitor and manage incoming support requests through the ticketing system, ensuring prompt acknowledgment and response.
• Perform initial triage, categorization, and resolution of routine technical issues.
• Escalate complex or high-priority incidents to appropriate team members with clear documentation.
• Maintain accurate and detailed notes within tickets to ensure effective communication and tracking.
• Troubleshoot common technical issues related to Microsoft 365, Windows operating systems, networking, and endpoint security.
• Aid with user account management, password resets, and system access requests.
• Contribute to improving support processes by documenting solutions and recurring issues.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent coursework/experience).
• Internship, part-time, or help desk experience preferred.
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple requests with professionalism and efficiency.
• Eagerness to learn and apply new technologies in a client-focused environment.
• Experience with endpoint security, user account management, and ITSM/ticketing systems.
• Interest in pursuing industry certifications (CompTIA A+, Microsoft, ITIL) preferred.