Associate IT Service Desk Technician

The Associate IT Service Desk Technician is responsible for providing support for a wide range of technical issues to enterprise end-users, both remotely and face‑to‑face. The incumbent must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

• Serves as the first point of contact for customers by phone, email, or notifications from our service management tool.
• Provides initial triage work on customer issues: clearly defines the problem, identifies its seriousness, and determines the appropriate response.
• Escalates customer issues to appropriate teams as required to resolve the problem.
• Handles customer issues, keeping the customer up‑to‑date with progress and answering any questions they may have.
• Repairs, installs, manages and supports personal computer hardware and peripherals.
• Follows the Tier1 process and documentation requirements for all tickets processed.
• Provides Tier1 support for mobile devices such as iPhones and Androids including configuration and email sync.
• Installs, repairs and upgrades company‑wide applications on workstations, troubleshoots technical support for VPN users (employees in the field or at home), installs and configures printers and scanners.
• Educates end users on how to use the company’s software.
• Assists all users with questions, complications, and/or problems.
• Monitors helpdesk for tickets assigned to the queue and processes based on priority.
• Performs other duties as assigned and modified at manager’s discretion.

• Knowledge of computer hardware and major software applications such as Microsoft Office.
• Knowledge of basic networking concepts.
• Basic knowledge of General Windows client OS (e.g., Windows 8/10) and OS‑related troubleshooting.
• Excellent customer service skills.
• Good organizational and prioritizing skills.
• Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus other word‑processing, spreadsheet, database, e‑mail and presentation software.
• Ability and willingness to travel locally, regionally and nationwide up to 10% of the time.
• Spoken and written fluency in English.

• High school diploma or equivalent required.
• BA/BS degree in Information Technology or a related field preferred.
• Minimum of 1 year of work experience in IT or a related field preferred.
• Entry‑level IT certifications (A+, Network+, etc.) preferred.

$20.20–$28.83per hour. The posted pay range represents the base hourly rate or base annual full‑time salary for this position. Final compensation will depend on a variety of factors including experience, education, geographic location and other relevant factors. This position may also be eligible for bonuses or commissions.

Employees receive comprehensive benefits including health, dental, vision, 401(k) matching, paid time off, and other standard benefits common to full‑time positions.