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.

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, 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.

Qualifications and Experience:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

· 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 ID, account administration, remote-support tools, or device-management platforms is preferred.

· Basic understanding of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and network troubleshooting.

· CompTIA A , Microsoft, ITIL, or other relevant certifications are a plus.

Knowledge, Skills, Abilities:

The successful candidate should:

· Strong customer-service and interpersonal skills.

· Strong troubleshooting and analytical abilities.

· Ability to ask effective questions and identify the root cause of technical issues.

· Ability to explain technical information in clear, nontechnical language.

· Strong verbal and written communication.

· Patience and professionalism when assisting frustrated users.

· Ability to manage multiple tickets and competing priorities.

· Strong documentation and follow-up habits.

· Dependability, attention to detail, and a sense of urgency.

· Ability to work independently and as part of an IT support team.

· Willingness to learn new systems and continuously improve technical skills.

Physical and Work Requirements

· Ability to work at a computer and communicate by phone or headset for extended periods.

· Ability to lift and carry computer equipment weighing up to 40 pounds.

· Ability to bend, reach, crawl, or work beneath desks while installing or troubleshooting equipment.

· Occasional travel to other company locations may be required.

· Occasional evening, weekend, or after-hours support may be required.

THE ABOVE DECLARATIONS ARE NOT INTENDED TO BE AN “ALL-INCLUSIVE” LIST OF THE DUTIES AND RESPONSIBILITIES OF THE JOB DESCRIBED OR OF THE SKILLS AND ABILITIES REQUIRED TO PERFORM THE JOB. RATHER, THEY ARE INTENDED ONLY TO DESCRIBE THE GENERAL REQUIREMENTS OF THE JOB.

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance
• Competitive salary based on experience.