On-Site IT Help Desk Specialist

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 Functions:

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.

Requirements

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.

Qualifications and

Experience:

To perform this job successfully, an…