Service Desk Associate

About the Role

We are seeking a customer-focused and motivated Service Desk Associate to join our Information Technology team. In this role, you will serve as the first point of contact for technical support requests, assisting end users with troubleshooting, issue resolution, and technology support across the organization.

The ideal candidate is a strong communicator who enjoys problem-solving, works well in a fast-paced environment, and is passionate about delivering excellent customer service. This position offers the opportunity to learn a variety of business technologies while working closely with an experienced IT team.

This position follows a rotating Monday through Friday schedule, including:

• 7:00 a.m. – 4:00 p.m.
• 8:00 a.m. – 5:00 p.m.
• 9:00 a.m. – 6:00 p.m.

Participation in an on-call rotation is required and includes evenings/nights and Saturdays.

• Provide first-level technical support for phone, email, and ticketing requests
• Troubleshoot hardware, software, browser, and basic network issues
• Escalate complex technical issues to appropriate IT team members
• Maintain accurate ticket documentation and resolution notes
• Create and update technical and end-user documentation
• Communicate professionally with employees and leadership across the organization
• Support users in both remote and in-office environments
• Learn and support various internal business systems and technologies
• Meet service level agreement (SLA) expectations for response and resolution times
• Collaborate with team members to continuously improve support processes and documentation

• Active Directory user management
• Google Workspace administration
• Basic network troubleshooting
• Basic hardware and software troubleshooting
• Experience with Jira Service Management or similar ticketing systems
• Browser troubleshooting experience (Microsoft Edge and Google Chrome)

• Associate degree in Computer Science, Information Technology, or related field
• Equivalent work experience considered
• CompTIA A+ certification preferred

• Strong verbal and written communication skills
• Excellent customer service and interpersonal skills
• Ability to work independently and collaboratively within a team
• Adaptability and willingness to learn new technologies
• Strong attention to detail and organizational skills
• Dependable work ethic with a proactive mindset
• Ability to remain calm and professional while solving technical issues

• Collaborative and supportive IT team environment
• Opportunity to grow technical skills and business knowledge
• Exposure to a variety of technologies and systems
• Hybrid work environment
• Stable full-time opportunity with career growth potential