Associate Technician, IT - IT Service Desk HQ IT-Service Delivery

PURPOSE

Provides first-level technical support to internal users for devices, applications, and hardware (e.g., desktops, laptops, mobile phones, tablets, hand scanners, printers, and other peripherals). Responds to inquiries regarding system usage, incidents, outages, and procedures. Partners with other IT teams to restore service and identify root causes. Accurately documents issues and resolutions to ensure timely and effective support.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responds to phone, chat, and ticketed requests related to hardware, software, printing, mobile, and connectivity issues.
• Diagnoses and resolves common technical problems using established tools, procedures, and documentation.
• Accurately logs incidents, requests, troubleshooting steps, and resolutions in the ticketing system.
• Handles standard, assigned service desk tickets following defined processes, scripts, and SLAs, with guidance as needed.
• Gathers required information for investigations and assists with root cause analysis.
• Documents new and recurring issues and shares knowledge with other support staff.
• Escalates unresolved or complex issues appropriately while maintaining ownership and communication.
• Assists with deployment of new or updated software, hardware, and desktop technologies.
• Balances multiple requests and priorities effectively in a fast-paced environment.
• Continuously develops technical, troubleshooting, and customer service skills through training and hands-on experience.
• Reviews completed work with senior team members to ensure quality and accuracy.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

MINIMUM REQUIREMENTS

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.

• High school diploma or GED required
• 1-2 years of IT Service/Help Desk or technical support experience
• CompTIA A+ certification or equivalent experience preferred
• Strong customer service and communication skills
• Stable power and broadband internet connection

COMPETENCIES

• Technical Skills

• Working knowledge of Windows, Android and iOS operating systems, desktop/laptop hardware, printers, and peripherals
• Basic understanding of LAN/WAN, internet connectivity, VPN, and remote access tools
• Proficiency with Microsoft Office and common business applications
• Familiarity with ticketing systems and ITIL-based processes

• Problem Solving & Analysis

• Identifies issues, evaluates information objectively, and applies appropriate solutions
• Recognizes recurring issues and contributes ideas for prevention or improvement
• Documents findings clearly and accurately

• Communication

• Communicates clearly and professionally with both technical and non-technical users
• Explains technical concepts in an audience-appropriate manner
• Demonstrates effective listening, empathy, and urgency

• Customer Focus

• Anticipates user needs and delivers timely, high-quality support
• Maintains a positive and service-oriented attitude, even in challenging situations

• Adaptability & Learning

• Embraces change and new technologies with a positive mindset
• Seeks feedback and applies it constructively
• Demonstrates a continuous learning mindset

• Accountability & Results

• Manages time effectively and meets commitments
• Takes initiative and follows through on assigned work
• Adheres to policies, procedures, and best practices

• Professionalism & Integrity

• Acts with honesty, reliability, and respect
• Treats all users fairly and consistently
• Handles difficult conversations professionally and respectfully

WORK ENVIRONMENT / PHYSICAL ACTIVITY

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable