The Associate I Help Desk position involves providing first-level remote IT services or assisting in the delivery of higher-level services to customers. The role requires proper entry of all calls into the helpdesk system and utilizing predefined triage processes to troubleshoot, resolve, or escalate issues within Service Level Agreement (SLA) parameters. The Associate will utilize remote desktop applications to troubleshoot end-user PC-related problems and resolve standard documented problems with minimal assistance. Taking ownership of customer problem resolution is essential, along with applying a working knowledge of customer support business and technology processes. The position also involves identifying customer training needs and contributing to technical discussions with team members.