IT Support Associate

Dean Dorton • Cincinnati, OH

6d • Hybrid

About The Position

The IT Support Associate serves as the first point of contact for client technology support requests, playing a key role in resolving routine technical issues and maintaining service excellence. This role manages the intake and triage of support tickets while collaborating with the broader technology team to ensure timely, effective resolution. It’s an ideal position for an early-career professional who is client-focused, detail-oriented, and eager to build a foundation in IT within a professional services environment.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent coursework/experience).
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple requests with professionalism and efficiency.
• Eagerness to learn and apply new technologies in a client-focused environment.
• Experience with endpoint security, user account management, and ITSM/ticketing systems.

Nice To Haves

• Internship, part-time, or help desk experience preferred.
• Interest in pursuing industry certifications (CompTIA A+, Microsoft, ITIL) preferred.

Responsibilities

• Monitor and manage incoming support requests through the ticketing system, ensuring prompt acknowledgment and response.
• Perform initial triage, categorization, and resolution of routine technical issues.
• Escalate complex or high-priority incidents to appropriate team members with clear documentation.
• Maintain accurate and detailed notes within tickets to ensure effective communication and tracking.
• Troubleshoot common technical issues related to Microsoft 365, Windows operating systems, networking, and endpoint security.
• Assist with user account management, password resets, and system access requests.
• Contribute to improving support processes by documenting solutions and recurring issues.
• Deliver responsive, professional, and courteous communication in all client interactions.
• Provide timely updates and follow-through on open support tickets.
• Maintain a client-first mindset, ensuring a high standard of service and satisfaction.
• Prioritize and manage multiple requests effectively in a fast-paced, team-oriented environment.
• Participate in team meetings, training sessions, and performance discussions.
• Demonstrate reliability, accountability, and enthusiasm for continuous improvement.
• Contribute to the internal knowledge base by documenting processes, solutions, and best practices.
• Support team onboarding by assisting with documentation and training materials.
• Stay informed on emerging tools, technologies, and IT support trends.
• Participate in internal training programs and certification pathways to enhance technical expertise.
• Demonstrate Dean Dorton’s values by promoting teamwork, professionalism, and service excellence.

Benefits

• Flexible work schedules and environment
• Unlimited Paid Time Off (PTO)
• Paid family leave, medical leave, and maternity/paternity leave programs
• Retirement benefits, including a best-in-class employer match and automatic profit sharing.
• Telemedicine, mental health resources and wellness program reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level