Technology Support Associate

Twintel Solutions•Garden Grove, CA

9d•Onsite

About The Position

The Technology Support Associate is a developmental member of the service delivery team who assists with customer support, device preparation, inventory coordination, documentation, onsite activities, and assigned technical tasks. This position is designed for someone beginning a career in Information Technology, and prior professional IT or Managed Service Provider experience is not required. The ideal candidate brings a strong customer-service mindset, curiosity, dependability, attention to detail, and a willingness to learn. Training, documentation, technical tools, and guidance will be provided to help the employee gain practical experience and develop the skills needed to advance into a Technology Specialist I position. The Technology Support Associate will begin with structured, repeatable responsibilities and gradually take on greater technical responsibility as knowledge and confidence develop. The employee may observe, assist with, or perform service desk, onsite, project, infrastructure, and escalation work when appropriately trained, equipped, and guided by an experienced technician. Success in this position requires professionalism, reliability, accurate documentation, safe work practices, and a willingness to ask questions whenever instructions, risks, or responsibilities are unclear. TWINTEL Solutions, Inc. offers a stable, rewarding, and growth-oriented environment with opportunities to build technical skills and advance within the Information Technology field.

Requirements

Professional, friendly, and respectful customer service
Clear verbal and written communication
Strong attention to detail
Ability to follow instructions, procedures, and checklists
Ability to document work accurately and consistently
Dependability, punctuality, and follow-through
Willingness to ask questions, accept coaching, and apply feedback
Curiosity and a genuine interest in developing technical skills
Ability to remain patient and professional while assisting customers
Ability to recognize when additional guidance or escalation is needed
Ability to organize assigned tasks and communicate when priorities conflict
Ability to work collaboratively in a team-oriented environment
General comfort using Windows computers and common business applications
Basic familiarity with email, web browsers, files, folders, printers, and computer accessories
Ability to learn new software and follow step-by-step technical instructions
Ability to safely connect, disconnect, label, move, and organize common technology equipment
Willingness to develop knowledge of troubleshooting, Microsoft 365, user administration, networking, security, device management, and business technology
No prior professional IT or MSP experience required
High school diploma or equivalent required
Ability to communicate clearly in writing and verbally
Ability to follow technical and safety instructions
Ability to work independently on trained tasks and collaboratively when guidance is needed
Ability to maintain confidentiality and use good judgment when handling customer information
Ability to travel to customer locations when assigned and meet applicable driving requirements
Service-oriented, team-first attitude with a commitment to learning and improvement
Willingness to complete assigned training and progressively demonstrate technical competencies
Ability to safely lift and carry technology equipment weighing up to 50 pounds, with or without reasonable accommodation
Ability to occasionally bend, reach, kneel, and work beneath desks or near equipment racks, with or without reasonable accommodation

Nice To Haves

Customer service, retail, hospitality, administrative, warehouse, or other service-oriented experience
Personal experience building, repairing, configuring, or troubleshooting computers or home networks
IT coursework, self-directed learning, lab experience, internship experience, or participation in a technical training program
Exposure to Microsoft 365 or other business productivity platforms
Familiarity with printers, VoIP phones, audiovisual equipment, mobile devices, or network equipment
CompTIA Tech+, CompTIA A+, Microsoft Fundamentals, or similar entry-level training or certification
Experience using a ticketing, inventory, documentation, or customer-management system

Responsibilities

Answer inbound support calls and communicate professionally with customers
Create and update service requests with accurate customer, device, issue, and contact information
Gather information using established questions, checklists, and documentation
Perform basic troubleshooting using approved procedures and guidance
Resolve trained and documented requests within assigned access and demonstrated knowledge
Assist experienced technicians with more advanced service requests and guided troubleshooting
Document actions taken, results, customer communication, time worked, and next steps
Escalate issues promptly when additional access, guidance, or technical knowledge is required
Monitor assigned tickets and scheduled tasks to support timely completion
Travel to customer locations for assigned onsite troubleshooting, deliveries, installations, and equipment replacement
Prepare workstations, laptops, mobile devices, printers, and peripherals for deployment
Follow established checklists for imaging, software installation, updates, configuration, and deployment
Record serial numbers, asset information, configurations, and deployment details accurately
Assist with equipment check-in, labeling, storage, checkout, delivery, and inventory record maintenance
Maintain accurate ticket, equipment, procedure, and customer-environment documentation
Participate in customer deployments, migrations, upgrades, and other special projects
Complete assigned technical training, labs, shadowing activities, and documentation reviews
Participate in after-hours or on-call activities after completing the required training and when appropriately scheduled