IT Associate

Service Desk Support

• Serve as the first point of contact for IT-related issues and service requests.
• Log, track, and resolve incidents and requests through the service desk ticketing system.
• Provide remote and on-site technical support to users.
• Escalate complex issues to senior IT staff or external vendors when necessary.
• Follow up with users to ensure issues have been resolved satisfactorily.

Hardware Support

• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, mobile devices, and other IT equipment.
• Set up workstations and peripheral devices for new employees.
• Perform hardware upgrades and replacements as required.
• Maintain inventory records of IT assets and equipment.

Software Support

• Install, configure, update, and support operating systems and business applications.
• Assist users with software-related issues and system access requests.
• Ensure software licenses are properly managed and compliant.
• Support email systems, productivity tools, and collaboration platforms.

Network & System Support

• Assist with basic network troubleshooting, including connectivity, Wi-Fi, and VPN issues.
• Support user account administration, password resets, and access management.
• Monitor system performance and report issues proactively.
• Assist with routine maintenance, updates, and backups.

Documentation & Compliance

• Maintain accurate records of incidents, resolutions, hardware inventory, and IT procedures.
• Create and update user guides and technical documentation.
• Follow company IT policies, security standards, and data protection requirements.
• Participate in IT projects and continuous improvement initiatives.

Qualifications

• Associate degree, diploma, or certification in Information Technology, Computer Science, or a related field.
• 1-3 years of experience in IT support, help desk, or technical support roles preferred.
• Experience supporting Windows operating systems and Microsoft 365 applications.
• Knowledge of computer hardware, software installation, and troubleshooting.
• Familiarity with service desk ticketing systems.
• Basic understanding of networking concepts and IT security practices.

Skills & Competencies

• Strong problem-solving and troubleshooting abilities.
• Excellent customer service and communication skills.
• Ability to prioritize and manage multiple tasks simultaneously.
• Strong attention to detail and organizational skills.
• Ability to work independently and as part of a team.
• Willingness to learn new technologies and adapt to changing business needs.