IT Support Associate

We are looking for an IT Support Associate with a genuine interest in solving problems and helping others. We are looking for someone who can adapt quickly and add value to our fast-paced, growing business, and someone who can work well with a wide variety of different people.

The IT Support Associate is a member of the IT Operations team and will be responsible for supporting the organization’s computing environment by troubleshooting computers and systems to identify problems that impair system availability. This includes managing desktop configurations for computers and monitors, and a basic understanding of hybrid identity and cloud-managed endpoints.

This is a hybrid role, split between our headquarters office and home, on a nationally distributed team reporting directly to the IT Support Manager. As a member of the IT Support team, you will work closely with Systems Engineers on the IT Infrastructure team to fulfill requests and elevate issues, as necessary.

The person in this position will provide hands-on support for our Minneapolis, MN office 3 days per week:
Tuesdays, Wednesdays, and Thursdays with additional days on-site as needed.

• The IT Support Associate supports employee end users by answering questions and troubleshooting issues with existing hardware and software.
• Triage IT help desk tickets in the Jira Service Desk system by managing tasks and tracking changes with a high level of detail.
• Provide a basic level of support and systems troubleshooting by responding to support requests and working with internal customers to support their IT needs.
• Troubleshoot system problems and elevate issues to team members and vendors, as necessary.
• Manage Windows workstations using Microsoft Intune and Autopilot, including device enrollment, imaging, and software deployment.
• Support day-to-day administration of user accounts, groups, and permissions across hybrid Active Directory and Entra .
• Provide first-line support for common business applications and services, including Microsoft 365, Exchange Online, SharePoint/One Drive, and endpoint security tools (e.g., Sophos, Cyber Ark EPM).
• Take part in an on-call rotation for after-hours emergency support requests. Rotation is every three weeks.
• Occasional travel to other office locations (e.g., Pennsylvania, Maryland) may be required to support on-site troubleshooting, equipment installation, and decommissioning.

• 1-2 years of experience providing IT Help Desk support.
• Experience supporting Enterprise Windows Workstations.
• Experience with a modern endpoint/device management tool (e.g., Microsoft Intune, or similar MDM/UEM platform).
• Experience with general administration of Microsoft Active Directory and/or Entra .
• Able to communicate effectively with customers across multiple channels (in person, phone, chat, and email).
• Ability to work in a fast-moving environment to assist customers with technological requests.
• Self-starter with strong personal-management and problem-solving skills.
• Comfortable working with a remote workforce.
• Ability to lift 50lbs.

• 2+ years of professional IT Help Desk experience.
• Experience using and contributing to a knowledge base, such as documenting solutions, writing how-to articles, or improving existing support documentation.
• AWS Workspace troubleshooting.
• Experience working and routing tickets in Atlassian Jira Service Desk.
• Experience with Microsoft Intune and Autopilot for device provisioning.
• Experience with Microsoft 365/Entra .
• Knowledge of hybrid identity concepts (on-prem AD to Entra ).
• Knowledge of server and network infrastructure and support.
• Comfort reading and running provided Power Shell scripts for routine administrative tasks.
• Knowledge of enterprise network security…