IT Service Associate

Cetera • Dallas, TX

7d

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.

Benefits

• Inclusive health, dental, vision and life insurance plans built to support diverse lifestyles, offer preventative care, and protect against hardship.
• Easy access to mental health benefits to meet our team members and their families where they are.
• 20 plus days of paid time off (PTO), paid holidays, and 2 paid wellness days to give our employees the time they need to stay close with their loved ones, recharge, and give back to their communities.
• 401(k) Savings plan with a generous company contribution (up to 5%), and access to a financial professional to offer our employees the opportunity to plan-ahead for a strong financial future well beyond their working years.
• Paid parental leave to support all team members with birth, adoption, and foster.
• Health Savings and Flexible Spending Account options to help you save money on healthcare, daycare, commuting, and more.
• Employee Assistance Program (EAP), LifeLock, Pet Insurance and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees