Service Desk Associate

About The RoleWe are seeking a customer-focused and motivated Service Desk Associate to join our Information Technology team. In this role, you will serve as the first point of contact for technical support requests, assisting end users with troubleshooting, issue resolution, and technology support across the organization.The ideal candidate is a strong communicator who enjoys problem-solving, works well in a fast-paced environment, and is passionate about delivering excellent customer service. This position offers the opportunity to learn a variety of business technologies while working closely with an experienced IT team.ScheduleThis position follows a rotating Monday through Friday schedule, including:8:00 a.m. - 5:00 p.m.9:00 a.m. - 6:00 p.m.Participation in an on-call rotation is required and includes evenings/nights and Saturdays.ResponsibilitiesProvide first-level technical support for phone, email, and ticketing requestsTroubleshoot hardware, software, browser, and basic network issuesEscalate complex technical issues to appropriate IT team membersMaintain accurate ticket documentation and resolution notesCreate and update technical and end-user documentationCommunicate professionally with employees and leadership across the organizationSupport users in both remote and in-office environmentsLearn and support various internal business systems and technologiesMeet service level agreement (SLA) expectations for response and resolution timesCollaborate with team members to continuously improve support processes anddocumentationQualificationsPreferred Technical ExperienceActive Directory user managementGoogle Workspace administrationBasic network troubleshootingBasic hardware and software troubleshootingExperience with Jira Service Management or similar ticketing systemsBrowser troubleshooting experience (Microsoft Edge and Google Chrome)Preferred Education & CertificationsAssociate degree in Computer Science, Information Technology, or related field preferredEquivalent work experience consideredCompTIA A+ certification preferredWhat We're Looking ForStrong verbal and written communication skillsExcellent customer service and interpersonal skillsAbility to work independently and collaboratively within a teamAdaptability and willingness to learn new technologiesStrong attention to detail and organizational skillsDependable work ethic with a proactive mindsetAbility to remain calm and professional while solving technical issuesWhy Join Us?Collaborative and supportive IT team environmentOpportunity to grow technical skills and business knowledgeExposure to a variety of technologies and systemsHybrid work environmentStable full-time opportunity with career growth potential