IT Associate

The IT Associate provides frontline help desk support to employees across the organization. This role is responsible for receiving, documenting, troubleshooting, and resolving day-to-day technology issues related to computers, software, user accounts, printers, mobile devices, connectivity, and business applications.

The IT Associate serves as a primary point of contact for employees seeking technical assistance and is expected to deliver timely, professional, and customer-focused support. The ideal candidate is patient, responsive, organized, and skilled at explaining technical solutions to users with varying levels of technical experience.

This position is in person and on-site at the Harris American Baxley location.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Serve as the first point of contact for employee IT support requests submitted by phone, email, chat, walk-up, or help desk ticket.
• Log, categorize, prioritize, and track support requests in the company’s ticketing system.
• Troubleshoot and resolve common hardware, software, printer, network, login, email, mobile device, and application issues.
• Provide remote and in-person support to employees at multiple locations.
• Communicate clearly with users regarding issue status, expected next steps, and resolution.
• Escalate complex or unresolved issues to senior IT staff, vendors, or application owners while maintaining ownership of the ticket through completion.
• Perform password resets, account unlocks, multi‑factor authentication support, and basic user‑access troubleshooting.
• Set up and configure computers, monitors, docking stations, printers, phones, and related peripherals.
• Install approved software, updates, drivers, and security patches.
• Support Microsoft Windows, Microsoft 365, Outlook, Teams, One Drive, SharePoint, and other commonly used business applications.
• Assist employees with VPN, Wi‑Fi, remote access, and connectivity issues.
• Support conference room technology, video meetings, displays, and audiovisual equipment.
• Prepare equipment and system access for new employees.
• Assist with IT onboarding, transfers, and offboarding, including equipment deployment, account setup, access changes, and equipment recovery.
• Maintain accurate documentation of troubleshooting steps, solutions, recurring issues, and known errors.
• Create and update user guides, knowledge‑base articles, frequently asked questions, and standard support procedures.
• Follow up with employees to confirm issues have been resolved and service expectations have been met.
• Identify recurring support issues and recommend improvements that reduce ticket volume or improve the user experience.
• Maintain accurate inventory records for computers, accessories, software licenses, and assigned equipment.
• Assist with equipment replacements, refreshes, repairs, and warranty claims.
• Follow company cybersecurity, data protection, and acceptable‑use policies.
• Participate in after‑hours support or scheduled maintenance as needed.
• Perform other IT support duties and projects as assigned.

• Respond to support requests promptly and professionally.
• Prioritize tickets based on business impact, urgency, and established service levels.
• Maintain clear and complete ticket notes.
• Keep users informed throughout the troubleshooting process.
• Provide courteous support, even during high‑volume or high‑pressure situations.
• Resolve issues at the first point of contact whenever possible.
• Escalate issues appropriately without unnecessary delay.
• Protect confidential company and employee information.

• Associate degree in information technology, computer science, information systems, or a related field preferred.
• One to three years of help desk, desktop support, technical support, or customer service experience preferred.
• Equivalent combinations of education, certifications, and hands‑on experience will be considered.
• Experience using a help desk or ticketing system is preferred.
• Working knowledge of Microsoft Windows, Microsoft 365, computer hardware, printers, mobile devices, and basic networking.
• Experience with Active…