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# IT Associate

- **Company:** The Harris Waste Management Group, Inc.
- **Location:** Baxley, GA, United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Business Software, Microsoft Outlook, Information Systems, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Multi-Factor Authentication, Issue Tracking Systems, Virtual Private Networks (VPN), Network Troubleshooting, Microsoft Software, Networking Basics, Remote Access Technology, Azure Active Directory, Service Pack, Microsoft SharePoint, TCP/IP, Wi-Fi Technology, Software Troubleshooting, Peripherals, Computer Equipment, Information Technology, User Accounts
- **Published:** September 25, 2026
- **Apply:** https://www.juju.com/job/16_015890111

## About the Role

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.

## Description

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.


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