Help Desk Associate

Help Desk Associate

The Help Desk Associate serves as the first point of contact for enterprise support and is responsible for delivering a positive end-user experience through timely, professional, and effective service. This role supports technical and administrative support tasks within the help desk and focuses on resolving routine and repeatable incidents, information, and service requests while building a foundational understanding of Brown and Caldwell's technology ecosystem, business services, and Service Management practices.

This role works within established processes and under close supervision and performs initial troubleshooting, supports knowledge-driven service delivery, and promotes the use of self-service resources. This position participates in on-call support rotation.

• Provide timely, professional support for routine incidents, service requests, and technology-related inquiries.
• Classify, prioritize, document, and manage service requests according to established service management processes and service level expectations.
• Communicate effectively with users regarding status updates, resolution progress, and next steps.
• Perform initial troubleshooting and resolution for common issues involving hardware, software, operating systems, Microsoft 365 applications, mobile devices, access requests, and business applications.
• Utilize established knowledge articles, procedures, and troubleshooting guides to resolve issues efficiently and consistently, while proactively and routinely identifying opportunities to improve documentation.
• Maintain clear, accurate, and timely ticket documentation, including actions taken, troubleshooting performed, resolution details, and information needed for escalation.
• Escalate unresolved or complex issues to higher support tiers in a timely manner, while providing complete troubleshooting information and documentation.
• Support routine hardware maintenance, setup, troubleshooting, replacement, shipping, and receiving activities for laptops, peripherals, mobile devices, and other end-user technology.
• Follow established IT Asset Management, Hardware Asset Management, and Disposition processes to support accurate tracking, handling, recovery, disposal, and asset record maintenance.
• Support incident, request, knowledge, and problem management activities as assigned, and promote approved self-service resources when appropriate.
• Develop a foundational understanding of Brown and Caldwell's business applications, infrastructure, support processes, and technology services through knowledge-sharing, training, and professional development.
• Perform repeatable, documented tasks within assigned permission boundaries while contributing to continuous improvement, operational excellence, customer-focused service delivery, and evolving business needs.
• Flexibility to adapt and execute various additional assignments based on evolving needs.

• Demonstrates a proactive, service-oriented mindset with strong customer service, interpersonal, verbal, and written communication skills.
• Ability to communicates with empathy while collaborating effectively with peers, escalation teams, and business stakeholders.
• Applies critical thinking and follow troubleshooting steps to identify likely causes.
• Foundational ability to follow documented troubleshooting processes and support procedures to re-solve issues consistently and efficiently.
• Ability to accurately documents technical issues, actions taken, and resolutions with accountability, reliability, and attention to detail.
• Builds foundational knowledge of computer hardware, software, operating systems, mobile devices, peripheral equipment, Microsoft 365 applications and services, networking, and connectivity concepts.
• Routinely adapts to technology changes, feature and enhancement releases, and the introduction of new technology.
• Ability to support multiple tasks and priorities in a fast-paced environment while staying organized and responsive.
• Demonstrates curiosity, continuous learning, and the ability to learn new technologies, applications, and business processes.
• Basic understanding of the value of knowledge…