IT Support & Technology Exp Assoc

Direct Relief-posted 3 days ago
Full-time • Entry Level
Goleta, CA
51-100 employees
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Direct Relief is seeking a Technology Support Associate who is passionate about computers, networking, and helping people. This role is responsible for triaging the Help Desk, supporting end-user devices, assisting with AV/meeting room technology, and ensuring staff have a smooth, secure technology experience. You do not need deep help desk experience — but you must be curious, proactive, a strong communicator, and excited to grow in IT.

  • Serve as the first point of contact for incoming help desk tickets.
  • Review, categorize, and prioritize tickets based on urgency, impact, and service level expectations.
  • Resolve common issues directly and escalate more complex cases to senior IT staff with proper documentation.
  • Maintain accurate, clear notes within the ticketing system.
  • Follow up proactively with users to ensure their needs are met and issues are fully resolved.
  • Identify recurring problems and report patterns to IT leadership for continuous improvement.
  • Provide friendly, professional support for desktops, laptops, mobile devices, printers, and peripherals.
  • Assist users with account access, MFA, Microsoft 365 apps, Teams, VPN, and cloud services.
  • Troubleshoot hardware, OS, software, and network connectivity issues.
  • Set up and configure new devices following established IT standards (Intune enrollment, updates, baseline configuration).
  • Support conference room AV systems including Teams Rooms, webcams, microphones, displays, and sound systems.
  • Help staff with meeting setup, testing, and troubleshooting audio/video issues.
  • Assist with maintenance and documentation for AV equipment inventory.
  • Perform basic network tasks such as cable testing, port patching, and Wi-Fi troubleshooting.
  • Assist with device updates, inventory documentation, and asset management.
  • Support IT-led rollouts, upgrades, and special projects as needed.
  • Follow security, compliance, and acceptable use policies when handling user devices and accounts.
  • Fundamental understanding of PCs, operating systems, and software troubleshooting.
  • Basic networking knowledge (IP addressing, Wi-Fi, LAN basics).
  • Strong critical-thinking skills with the ability to break down and diagnose problems logically.
  • Excellent interpersonal and communication skills — patient and approachable with all levels of staff.
  • Passion for technology, learning, and continuous improvement.
  • Experience handling a help desk queue or ticket system.
  • Exposure to Microsoft 365, Entra ID, Intune, or similar modern IT tools.
  • Familiarity with AV systems, Teams Rooms, or meeting technology.
  • Basic understanding of cybersecurity best practices.
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