Position Summary:
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 is responsible for ensuring efficient operation of IT services, maintaining user accounts, and delivering excellent customer service while escalating complex issues when necessary.
Key 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.
Required Qualifications
- 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.
Key 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)
