Helpdesk Associate

We are looking for qualified Helpdesk Associate to join our frontline support teams. The ideal candidate is someone who’s organized, dependable, and comfortable working within structured workflows to resolve client issues over the phone using remote tools. You’ll also be provisioning new systems for distribution to our clients., As a Helpdesk Associate, you’ll be starting at the foundation of IT support - opening and closing Helpdesk tickets, assisting with basic troubleshooting, setup and configurations on-site and remotely, and speaking with clients to help resolve technical issues. You’ll follow our set guidelines for ticket assignments and escalation, working closely with senior engineers and support staff. This role is designed for individuals at the beginning of their IT careers who already have a solid grasp of computers, troubleshooting, and problem-solving, and are eager to grow into more advanced responsibilities. It offers a structured environment with mentorship and a clear path for advancement into more complex technical responsibilities. For the right candidate, we provide training and guidance to help you build a lasting career in IT., * Respond to and resolve support tickets (email, connectivity, login issues, password resets, and printer issues)

• Follow documented SOPs and escalation procedures
• Assist with user setup, password resets, and basic Microsoft 365 support
• Perform workstation prep, software installs, and peripheral configuration
• Document ticket resolutions and client interactions clearly
• Communicate status updates to clients and internal teams
• Support onboarding tasks such as account provisioning and device labeling
• Escalate complex issues to Engineer Tier 2/3 engineers as needed

Do you have experience in Windows?, Experience in any IT environment. Preferably in a support or helpdesk role with emphasis on working at a Managed Service Provider (MSP) - but not a requirement. Any IT experience will qualify.

• Familiarity with Microsoft 365, Windows 10/11 Pro, and basic networking concepts
• Knowledge of IT Helpdesk tools like Syncro, ConnectWise, Autotask, Intune a plus - but not required and we will train if not familiar
• Strong written skills required and verbal communication skills a must
• Ability to follow procedures and work within a ticketing system
• Detail-oriented and reliable with a customer-first mindset