Service Desk Associate

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We are currently seeking a highly skilled and service-oriented IT Support Specialist to join our dynamic team. This role is pivotal in providing top-notch technical assistance to end users, ensuring timely resolution of issues, and maintaining high standards of customer service across all support channels. The ideal candidate will be based on-site, playing a crucial role in supporting our daily IT operations.

Responsibilities

• Respond to incoming support requests via phone, chat, email, and support tickets in a courteous and professional manner.
• Build strong working relationships with key operators, IT colleagues, and end users to deliver exceptional service.
• Prioritize and schedule support requests based on urgency and impact.
• Escalate complex issues to senior technicians or specialized teams as needed.
• Utilize diagnostic tools and utilities to troubleshoot hardware and software problems.
• Gain and maintain proficiency in the organization’s supported software and hardware systems.
• Perform hands-on technical tasks including software installation and upgrades, hardware setup, system configuration, and file backup implementation.
• Conduct routine preventative maintenance on workstations, printers, and peripheral devices.
• Follow up with users to ensure resolution and satisfaction post-support.
• Create and maintain user support documentation, including Knowledge Base articles and FAQs.
  
  

Qualifications

• 1–3 years of relevant experience in IT support or a related technical role.
• Strong communication skills and a customer-focused mindset.
• Demonstrated ability to provide technical, functional, and administrative support.
• General understanding of departmental systems, terminology, and procedures.
• Capable of performing routine tasks independently and solving basic technical issues.
• Proven track record of maintaining high service standards in a similar environment.
• Experience with various diagnostic tools and IT support software.
• Ability to work effectively in a team and manage multiple priorities.
• High school diploma or equivalent; further certification in IT or related field is preferred.
• Authorized to work in the specified location without sponsorship.
  
  

Pay Range: $16.00-$20.00 Hourly

This position is based in office and requires employee to work on-site.