Department: Information Technology

Location: Gainesville, FL

Description

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.

Key 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.
Assist 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

Advita Ortho

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IT Support Associate