The Helpdesk Associate provides first-level technical support to internal employees, helping to resolve hardware, software, and network-related issues. This role ensures a smooth and efficient operation of IT systems, supporting end users by phone, email, chat, or in person. 

Key Responsibilities:

• Respond promptly to incoming helpdesk tickets, calls, and emails to resolve user issues.
   
• Troubleshoot and resolve hardware, software, and network problems.
   
• Set up new user accounts, hardware (laptops, desktops, phones), and required access.
   
• Maintain accurate documentation of user issues and resolutions in the ticketing system.
   
• Escalate complex issues to higher-level support or vendors as necessary.
   
• Provide basic training and guidance to users on common systems and tools.
   
• Support onboarding and offboarding processes by provisioning/deprovisioning access and hardware.
   
• Maintain IT inventory and track equipment assignments.
   
• Ensure compliance with company IT policies and procedures.
   

Requirements:

• High school diploma or equivalent required; associate degree or technical certification preferred (e.g., CompTIA A+).
   
• 1+ year of experience in a helpdesk, IT support, or similar role.
   
• Familiarity with Windows and macOS environments, Microsoft 365, and basic networking concepts.
   
• Strong customer service and communication skills.
   
• Ability to troubleshoot technical issues with patience and clarity.
   
• Excellent time management and attention to detail.
   

Work Environment:

• Onsite support with occasional remote troubleshooting.
   
• May require lifting up to 25 pounds (e.g., moving equipment).