Associate IT Support/ Help Desk Specialist I

Bachelor’s degree in IT or related field is preferred.
Entry-level experience in IT support or help desk roles is required.
CompTIA A+ certification is a plus.
Intermediate knowledge of computer hardware, software, and networking concepts.
Familiarity with common operating systems (Windows, Mac).
Strong communication skills, both written and verbal, for interacting with users.
Ability to troubleshoot and resolve issues in a timely manner.

Provide first-level support to end users via phone, email, or chat for hardware and software issues.
Troubleshoot and diagnose hardware, software, network, and related system problems, researching solutions through internal and external knowledge bases as needed.
Set up and configure new hardware (desktops, laptops, printers, etc.) for users.
Install, upgrade, and configure software applications on devices as needed.
Assist in the setup and maintenance of user accounts and passwords in various systems and platforms.
Document all support requests and resolutions in the help desk ticketing system.
Escalate more complex technical issues to higher-level IT support teams as needed.
Follow up with end users to ensure issues are fully resolved and maintain user satisfaction.
Perform tasks with minimal supervision, demonstrating the ability to work independently while ensuring that all assigned responsibilities are completed accurately and on time.
Assist with the onboarding of new employees, including setting up IT equipment and accounts.