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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Associate - **Company:** After School Matters, Inc. - **Location:** Plano, TX, United States - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Outlook, Desktop Computing, Microsoft Office, Microsoft Operating Systems, Microsoft Servers, Microsoft Software, Diagnostic Tools, Software Troubleshooting, Laptops - **Published:** August 29, 2026 - **Apply:** https://guideit.applytojob.com/apply/xD61NEjNx0/Fulltime-IT-Service-Desk-AssociateHybrid?source=GS ## About the Role * 1+ years of technical troubleshooting experience * Strong communication and interpersonal skills * Microsoft Operating Systems experience: 1+ years of Service Desk support experience in a Microsoft environment that includes Windows XP and Windows 7 * Microsoft Office suites including Office 2003, Office 2007, Office 2010, Office 2013 and Office 365 * Microsoft Applications: Microsoft Outlook, multiple versions * Experience with Dell, HP or Lenovo hardware (laptops/desktops/printers) * Experience with other applications such as Active Directory, MFA, etc. * ITIL training and/or experience * Previous experience in a call center environment * Applied experience troubleshooting software and hardware issues on laptops, desktops, printers, mobile devices and phones Education and Certifications * High school diploma and/or GED * Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) preferred Position Location * Dallas/Fort Worth area-Hybrid, Do you have 1+ years of technical troubleshooting experience in a call center or service desk environment?* Do you have 1+ years of Service Desk support experience in a Microsoft environment that includes Windows 10 and 11?* ## Description The IT Service Desk Associate works well independently or in a group setting providing all facets of computer Service Desk support such as troubleshooting, installations and maintenance. This individual possesses in-depth knowledge and understanding of numerous software packages and operating systems. They are skilled in providing Customer Service and End-User Service Desk Support and can easily identify and resolve technical issues and concerns. The IT Service Desk Associate must be flexible to work a varying shift schedule that may include evenings and weekends. Primary Duties * Provide first level technical support to end users for technology-related issues * Experience with Desktop Remote Control tools (i.e., Bomgar, LogMeIn, etc.) * Experience using an incident tracking system * Ensure proper documentation for each interaction and escalate when necessary * Resolve all issues using standard practices, procedures and company-approved troubleshooting tools and workflow processes * Provide support to investigate data anomalies to determine possible root causes * Provide solutions and/or recommendations to end user problems reported to Service Desk * Maintain a working knowledge of the content of the system user and training documentation and manage document changes and version control processes * As needed, provide support to coach/mentor system functional end user training * Interested in career advancement within the Information Technology career field * All candidates must be shift flexible. Night, weekend and/or holiday work will be required * Will be rated and reviewed in customer satisfaction surveys for delivery of service * Escalate issues to appropriate parties as necessary ## Related Videos - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) ## Related Articles - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Should senior developers refuse interview coding challenges?](https://www.wearedevelopers.com/magazine/29-should-senior-developers-refuse-interview-coding-challenges) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)