IT Associate

GENERAL DESCRIPTION - PURPOSE OF ROLE:

The IT Associate provides frontline help desk support to employees across the organization. This role is responsible for receiving, documenting, troubleshooting, and resolving day-to-day technology issues related to computers, software, user accounts, printers, mobile devices, connectivity, and business applications. The IT Associate serves as a primary point of contact for employees seeking technical assistance and is expected to deliver timely, professional, and customer-focused support. The ideal candidate is patient, responsive, organized, and skilled at explaining technical solutions to users with varying levels of technical experience. This position is in person and on-site at the Harris American Baxley location.

Essential Functions:

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Serve as the first point of contact for employee IT support requests submitted by phone, email, chat, walk-up, or help desk ticket
• Log, categorize, prioritize, and track support requests in the company's ticketing system
• Troubleshoot and resolve common hardware, software, printer, network, login, email, mobile device, and application issues
• Provide remote and in-person support to employees at multiple locations
• Communicate clearly with users regarding issue status, expected next steps, and resolution
• Escalate complex or unresolved issues to senior IT staff, vendors, or application owners while maintaining ownership of the ticket through completion
• Perform password resets, account unlocks, multi-factor authentication support, and basic user-access troubleshooting
• Set up and configure computers, monitors, docking stations, printers, phones, and related peripherals
• Install approved software, updates, drivers, and security patches
• Support Microsoft Windows, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and other commonly used business applications
• Assist employees with VPN, Wi-Fi, remote access, and connectivity issues
• Support conference room technology, video meetings, displays, and audiovisual equipment
• Prepare equipment and system access for new employees
• Assist with IT onboarding, transfers, and offboarding, including equipment deployment, account setup, access changes, and equipment recovery
• Maintain accurate documentation of troubleshooting steps, solutions, recurring issues, and known errors
• Create and update user guides, knowledge-base articles, frequently asked questions, and standard support procedures
• Follow up with employees to confirm issues have been resolved and service expectations have been met
• Identify recurring support issues and recommend improvements that reduce ticket volume or improve the user experience
• Maintain accurate inventory records for computers, accessories, software licenses, and assigned equipment
• Assist with equipment replacements, refreshes, repairs, and warranty claims
• Follow company cybersecurity, data protection, and acceptable-use policies
• Participate in after-hours support or scheduled maintenance as needed
• Perform other IT support duties and projects as assigned

Requirements

Help Desk Service Expectations

• Respond to support requests promptly and professionally
• Prioritize tickets based on business impact, urgency, and established service levels
• Maintain clear and complete ticket notes
• Keep users informed throughout the troubleshooting process
• Provide courteous support, even during high-volume or high-pressure situations
• Resolve issues at the first point of contact whenever possible
• Escalate issues appropriately without unnecessary delay
• Protect confidential company and employee information

Qualifications and Experience:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Associate degree in information technology, computer science, information systems, or a related field preferred
• One to three years of help desk, desktop support, technical support, or customer service experience preferred
• Equivalent combinations of education, certifications, and hands-on experience will be considered
• Experience using a help desk or ticketing system is preferred
• Working knowledge of Microsoft Windows, Microsoft 365, computer hardware, printers, mobile devices, and basic networking
• Experience with Active Directory, Microsoft Entra ID, account administration, remote-support tools, or device-management platforms is preferred
• Basic understanding of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and network troubleshooting
• CompTIA A+, Microsoft, ITIL, or other relevant certifications are a plus

Knowledge, Skills, Abilities:

The successful candidate should:

• Strong customer-service and interpersonal skills
• Strong troubleshooting and analytical abilities
• Ability to ask effective questions and identify the root cause of technical issues
• Ability to explain technical information in clear, nontechnical language
• Strong verbal and written communication
• Patience and professionalism when assisting frustrated users
• Ability to manage multiple tickets and competing priorities
• Strong documentation and follow-up habits
• Dependability, attention to detail, and a sense of urgency
• Ability to work independently and as part of an IT support team
• Willingness to learn new systems and continuously improve technical skills

Physical and Work Requirements

• Ability to work at a computer and communicate by phone or headset for extended periods
• Ability to lift and carry computer equipment weighing up to 40 pounds
• Ability to bend, reach, crawl, or work beneath desks while installing or troubleshooting equipment
• Occasional travel to other company locations may be required
• Occasional evening, weekend, or after-hours support may be required

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance
• Competitive salary based on experience