IT Associate

general description - purpose of role

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.

• 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, onedrive, 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

help desk service expectations

• 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 directory, microsoft entra , account administration, remote‑support tools, or…