Information Technology Associate

The IT Associate role at Travel Store serves as the first point of contact for employees experiencing technical issues related to hardware, software, systems, and network access. This role is essential in supporting our employee-owned (ESOP) culture by ensuring team members have reliable, timely, and effective access to the tools they need to perform their roles. This position requires a strong service mindset, technical troubleshooting ability, and a commitment to delivering responsive and professional support across all departments.

This is a fully onsite position from the Brentwood HQ location that requires a consistent in-office presence to provide hands-on technical support, maintain technology infrastructure, and ensure timely resolution of employee technology needs.

• Provide first-level technical support for hardware, software, network, and system-related issues via phone, email, or ticketing system
• Troubleshoot and resolve issues involving desktops, laptops, printers, mobile devices, VPN access, and internal applications
• Create, track, and manage help with desk tickets from intake through resolution, ensuring timely follow-up and clear communication
• Escalate complex technical issues to internal IT resources or external vendors when appropriate
• Support employee onboarding and offboarding, including workstation setup, system access, account provisioning, and equipment retrieval
• Perform user account administration (password resets, access requests, permission updates)
• Maintain accurate IT equipment inventory and assist with tracking, deployment, and retrieval of devices
• Provide basic end-user training and guidance on systems, tools, and best practices
• Support system updates, maintenance activities, and scheduled IT deployments as needed
• Deliver consistent, high-quality customer service aligned with Travel Store’s employee-owner culture

• Associate’s degree in information technology or related field preferred; or equivalent required
• 1–3 years of experience in IT Associate, Help Desk or technical support role preferred
• Working knowledge of Windows operating systems;
• Familiarity with Microsoft 365 applications (Outlook, Teams, Word, Excel, Power Automate)
• Basic understanding of networking concepts (VPN, Wi-Fi, printers, remote access)
• Experience with IT ticketing systems preferred
• Strong troubleshooting and analytical skills
• Excellent verbal and written communication skills
• Strong customer service orientation with patience and professionalism
• Ability to prioritize and manage multiple requests in a fast-paced environment

• Active Directory user and group management experience
• Experience with remote support tools (Remote Desktop, Teams, etc.)
• Basic understanding of cybersecurity best practices (Multi-Factor Authentication - MFA, phishing awareness, access control)
• Experience supporting cloud-based or SaaS applications

As an employee-owned (ESOP) company, Travel Store values accountability, collaboration, and ownership at every level. The IT Associate role contributes directly to this culture by ensuring employees have dependable systems and responsive technical support.

• Demonstrates ownership in resolving technical issues and following through to completion
• Supports a respectful, service-driven, and collaborative work environment
• Maintains confidentiality and professionalism when handling employee systems and data
• Aligns with Travel Store’s commitment to operational excellence and continuous improvement
• This position is designated as fully onsite and requires regular attendance at the assigned Travel Store office location (Brentwood HQ).
• Provides in-person technical support to employees, independent associates and assists with the setup, maintenance, and troubleshooting of office technology and equipment.
• Regular interaction with employees across all departments and locations to support business operations.
• May require occasional travel to Travel Store branch locations, corporate offices, or other company facilities to provide onsite technical support, install equipment, conduct maintenance, or assist with technology-related projects.
• Provides remote support to employees and locations as needed using approved remote access tools and technologies.
• May require occasional after-hours support for system maintenance, upgrades, emergency troubleshooting, or other business-critical technology needs.
• Ability to lift, move, and install computer equipment, monitors, printers, and other technology devices as needed.

Salary:
Based on knowledge and experience - $33+ per hour