Help Desk Associate; Hybrid

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time.

Enova is seeking an ambitious Help Desk Associate to join our team of problem-solvers, self-directors, and action-oriented thinkers. In this role, you will be providing tech support for both remote and on‑site Enova staff, ensuring integrity and confidentiality due to the sensitive nature of the information accessed. You will work independently and as part of a team, following established protocols. Your responsibilities include supporting clients, providing technical support for PCs, diagnosing and resolving complex issues.

Additionally, you’ll propose system modifications to enhance user experience and ensure service level objectives are met. You will learn new technologies and strategies that will require showcasing strong interpersonal, professional, and communication skills to uphold and contribute to the continued success of Enova.

• Working a Hybrid schedule that changes based on business needs and on‑call rotation
• Provide end‑user support on Windows, macOS, Google Meets & other supported systems and applications
• Maintain and support conference room technology, including regular equipment health checks and providing on‑site technical assistance for high‑priority meetings and corporate events.
• Facilitate the technical onboarding of new hires, ensuring all accounts, hardware, and software are provisioned and ready for their first day.
• Manage the lifecycle of IT assets, including the issuance, receipt, and inventory tracking of hardware and peripherals.
• Develop and update Knowledge Base Articles (KBAs) to promote user self‑service and improve first‑contact resolution rates.
• Identify opportunities to automate processes to eliminate repetitive tasks and increase overall service desk efficiency.
• Provide multi‑channel technical support (phone, email, chat) as the primary point of contact for resolving hardware, software, and network issues.
• Provision and deploy workstations from initial imaging to final delivery, ensuring all systems meet security standards and are pre‑configured with necessary software.
• Serve as a critical link in the escalation chain, identifying high‑priority or systemic issues and ensuring they are promptly transitioned to the appropriate engineering teams or leadership.
• Facilitate IT asset shipments by receiving and processing equipment deliveries, which includes the physical ability to lift and relocate packages up to 40 lbs as needed for inventory organization.
• Travel to the Chicago office for training.

• 1+ years support experience
• Basic networking troubleshooting capabilities
• Exceptional interpersonal and communication skills
• Experience in developing knowledge base articles or step‑by‑step guides
• Experience with SCCM, Absolute, Jamf, Service Now, or Atlassian Jira
• Knowledge of Power Shell
• Team leadership experience is a plus

This position includes various levels within our career ladder. The actual annual salary will be determined based on qualifications, skills, experience, and level assessed during the hiring process and may fall outside of the ranges shown.

Budgeted annual salary ranges:

Help Desk Associate I: $43,000 to $60,000
Help Desk Associate II: $52,000 to $64,000

Additional compensation for this role may include a bonus. All full‑time employees are eligible to participate in Company benefits, described in more detail here.

• Our hybrid roles require in‑office work Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This schedule fosters collaboration, team connection, and strategic planning, enhancing communication and effectiveness to drive results.
• Health, dental, and vision insurance including mental health benefits
• 401(k) matching plus a roth option (U.S. Based employees only)
• PTO & paid holidays off
• Sabbatical program (for eligible roles)
• Summer hours (for eligible roles)
• Paid parental leave
• DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)
• Employee…