IT Support Associate

About the role

The IT Support Associate provides technical assistance to end users, ensuring smooth operation of hardware, software, and network services. This role offers hands‑on experience in troubleshooting, system maintenance, and user support. You will work onsite during night shift hours, collaborating with the broader IT team.

Key responsibilities

• Deliver timely technical support via phone, email, or in‑person.
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and maintain operating systems, applications, and productivity tools.
• Assist with account setup, access permissions, and password management.
• Set up and maintain desktops, laptops, printers, and other peripherals.
• Coordinate hardware repairs or replacements with vendors.
• Support internet, VPN, and remote‑access connectivity problems.
• Monitor connectivity issues and escalate persistent problems to the network team.
• Educate users on IT policies, security best practices, and acceptable use.
• Log all support requests and resolutions in the ticketing system and generate reports on recurring issues.

Required profile

• Bachelor’s degree in Computer Science, IT, or a related field.
• 1.5–2 years of experience in IT support or a similar technical role.
• Clear, patient, and user‑friendly communication style.
• Analytical thinking with the ability to diagnose problems quickly.
• Strong time‑management and ability to prioritize multiple tasks.
• Team‑player attitude with effective escalation skills.
• Adaptability to evolving technologies and user needs.

Required skills

• Proficiency with Windows operating systems.
• Experience with Microsoft 365 and/or Google Workspace.
• Knowledge of desktop/laptop setup, printers, peripherals, and mobile devices.
• Understanding of LAN/WAN, Wi‑Fi, VPN, and IP addressing.
• Familiarity with remote support, ticketing/help‑desk, and monitoring tools.
• Basic knowledge of antivirus, firewalls, encryption, and safe computing practices.
• Experience with Active Directory user account management.
• Exposure to endpoint management tools such as NinjaRMM, Intune, or JAMF.