IT Support Associate

About the Role

The IT Support Associate provides first-level technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, network, and system-related issues. This role ensures efficient operation of IT services, maintains user accounts, and delivers excellent customer service while escalating complex issues when necessary.

Responsibilities

• Provide technical support to users via phone, email, chat, or in person.
• Troubleshoot hardware, software, printer, and network connectivity issues.
• Install, configure, and maintain desktops, laptops, mobile devices, and peripherals.
• Create, manage, and close support tickets according to established procedures.
• Perform password resets, account provisioning, and user access management.
• Support Microsoft 365 applications, including Outlook, Teams, and OneDrive.
• Assist with software installations, updates, and system configurations.
• Document troubleshooting steps, resolutions, and IT procedures.
• Escalate unresolved issues to higher-level support teams when required.
• Maintain inventory of IT equipment and assets.
• Ensure compliance with company security policies and best practices.

Requirements

• Associate degree or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Basic understanding of Windows and/or macOS operating systems.
• Familiarity with Microsoft 365 and common business applications.
• Knowledge of computer hardware, networking concepts, and troubleshooting techniques.
• Strong communication and customer service skills.
• Ability to prioritize multiple tasks and work independently.

Preferred Qualifications

• CompTIA A+, Network+, or similar certifications.
• Experience with Active Directory and ticketing systems (e.g., ServiceNow, Jira, DevOps, Zendesk).
• Familiarity with remote support tools and endpoint management solutions.

Skills

• Technical troubleshooting
• Customer service
• Problem-solving
• Time management
• Documentation
• Team collaboration
• Attention to detail

Experience Level: Entry-Level (0–2 years of IT support experience)