IT Service Associate

Cetera Financial Group•Dallas, TX

About The Position

The IT Service Associate plays a key role in delivering a reliable, seamless technology experience for employees across the organization. Reporting to the IT Manager, this position serves as the primary internal point of contact for end‑user technology support, overseeing day‑to‑day administration of the end‑user technology environment and partnering closely with our Managed Service Provider (MSP) to ensure timely and effective issue resolution. This role is well‑suited for a service‑oriented professional who thrives in a collaborative, fast‑paced environment and excels at problem‑solving and customer support—without requiring deep technical specialization. The IT Service Associate supports the operational health of the technology ecosystem through user provisioning, device and access administration, workflow assistance, and proactive escalation management, helping ensure consistent, high‑quality technology experiences for employees.

Requirements

1–3 years of experience in technology support, service coordination, or IT operations, including internships or hybrid roles.
Strong problem‑solving skills with the ability to gather context, communicate clearly, and ensure issues are resolved, even when handled by an external support provider.
Excellent communication and interpersonal skills, with the ability to support employees at all levels of the organization.
A high degree of empathy and a customer‑service mindset, with a genuine interest in helping others get unstuck.
A foundational understanding of common operating systems, business applications, and device administration.
Strong organizational skills with the ability to manage multiple requests while maintaining clear and accurate documentation.
Professionalism, discretion, and reliability when handling sensitive information.

Nice To Haves

Experience coordinating with a Managed Service Provider (MSP) or external IT support partner.
Exposure to IT operations environments, including user provisioning processes and business application support.
Familiarity with service desk concepts or frameworks such as ITSM or ITIL.
Interest in pursuing certifications or growing into more advanced technical or operational technology roles.

Responsibilities

Serve as the internal first point of contact for employee technology needs, ensuring employees never have to navigate the MSP relationship independently.
Gather relevant context, provide initial troubleshooting, and escalate issues appropriately to the MSP while maintaining visibility into progress and resolution.
Track, validate, and confirm issue resolution with employees to ensure a consistent, high‑quality service experience.
Manage user onboarding and offboarding, including account creation, permissions, and access configurations across business systems.
Support the full device lifecycle, including setup, configuration, distribution, replacement, and returns.
Maintain accurate inventory records for end‑user devices, accessories, and software entitlements.
Provide support for business applications and tools across the firm, assisting employees with navigation, process clarification, and application‑level issues.
Partner with the Technology Solutions team to identify recurring issues and recommend operational improvements.
Serve as the firm’s liaison to the Managed Service Provider (MSP) for technical issues, access changes, and support requests.
Monitor open tickets, follow up on SLAs, and escalate gaps or delays to the IT Manager as needed.
Ensure clear and effective communication between end users, the MSP, and internal technology teams.
Assist the IT Manager in implementing operational standards, support processes, and documentation.
Maintain and update internal knowledge base articles and end‑user guides.
Support proactive maintenance activities, monitoring routines, and operational checklists to reduce avoidable issues.