Associate, IT Support
About The Position
The IT Support Associate provides Tier 2 end‑user technical support and hands‑on onsite assistance to ensure employees are productive and office technology operates reliably. This role serves as the primary escalation point from Tier 1 and MSP‑handled issues, delivering advanced troubleshooting, deskside support, and office technology assistance. The IT Support Associate focuses on execution, resolution, and providing a high level of customer experience. We’re not just looking for another tech, we’re looking for someone who can crack a smile, ask how your day is going, and fix a real problem all at the same time.
Requirements
- 3–5+ years of experience in IT support or a similar hands‑on technical role
- Strong troubleshooting experience with both Windows and macOS
- Experience supporting Microsoft 365 desktop and cloud applications
- Experience troubleshooting and supporting Conferencing Equipment
- Familiarity with endpoint management tools (Intune, Jamf, SCCM/MECM, or equivalent)
- Excellent customer service and communication skills
Nice To Haves
- Experience working in an environment supported by an MSP, including escalation management and ticket queue coordination
- Relevant certifications such as: CompTIA A+, Network+, Security+
- Microsoft (e.g., MD-102, MS-900) or equivalent platform certifications
- Experience with scripting/automation basics (PowerShell, Bash) for troubleshooting or repetitive tasks
Responsibilities
- Serve as the primary escalation point for Tier 1 and MSP managed tickets
- Troubleshoot and resolve advanced issues across hardware, operating systems, Microsoft 365, and connectivity
- Perform root cause analysis for recurring end user issues and contribute findings to documentation/knowledge base updates
- Prioritize and resolve multiple incidents while meeting service level expectations
- Communicate technical concepts to nontechnical users with professionalism and patience
- Provide deskside support, including workstation setup, break/fix, and peripheral troubleshooting
- Support employee moves and adds, including seating changes, relocations, and workspace setup
- Maintain in-office presence to support daily operations and employee needs
- Deploy and support office equipment (docking stations, monitors, printers, scanners, webcams, and accessories)
- Support conference room and collaboration technology (Microsoft Teams Rooms, Zoom Rooms, AV peripherals)
- Must be able to lift and move TVs, monitors, or other standard office equipment
- Record incident details, resolutions, and troubleshooting notes in the ticketing system
- Maintain knowledge base articles and end user guides
- Recommend workflow improvements to reduce ticket volume and improve resolution time
- Adhere to IT security policies and standards when handling endpoints, accounts, and data
- Support endpoint security remediation as directed (patch validation, EDR troubleshooting)
- Report suspected security incidents per established procedures
Benefits
- Hybrid working environment
- Team building and educational opportunities
- Generous benefits package including robust health benefits and a 401(k) company contribution
- Paid Time Off
- Competitive compensation and bonus plan
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
11-50 employees
