Technology Support Associate

Who we are: We are an industry-leading Managed Service Provider (MSP) delivering comprehensive IT services for businesses. In simple terms, we act as the Technology Department for our clients, handling and supporting the technology they rely on each day.

The workplace: Twintel is a fast-paced technology company with a highly motivated team of IT professionals. Our collaborative environment provides an excellent opportunity to learn, build practical experience, and develop a long-term career in Information Technology. Twintel has achieved industry recognition in the following areas:

Certified Great Place to Work company MSP 501: Top Managed Services Providers Worldwide Forbes Technology Council Members INC 5000 recipients four years in a row SOC 2 Type 2 Compliant

About this job: The Technology Support Associate is a developmental member of the service delivery team who assists with customer support, device preparation, inventory coordination, documentation, onsite activities, and assigned technical tasks. This position is designed for someone beginning a career in Information Technology, and prior professional IT or Managed Service Provider experience is not required.

The ideal candidate brings a strong customer-service mindset, curiosity, dependability, attention to detail, and a willingness to learn. Training, documentation, technical tools, and guidance will be provided to help the employee gain practical experience and develop the skills needed to advance into a Technology Specialist I position.

The Technology Support Associate will begin with structured, repeatable responsibilities and gradually take on greater technical responsibility as knowledge and confidence develop. The employee may observe, assist with, or perform service desk, onsite, project, infrastructure, and escalation work when appropriately trained, equipped, and guided by an experienced technician.

Success in this position requires professionalism, reliability, accurate documentation, safe work practices, and a willingness to ask questions whenever instructions, risks, or responsibilities are unclear. TWINTEL Solutions, Inc. offers a stable, rewarding, and growth-oriented environment with opportunities to build technical skills and advance within the Information Technology field.

Hours: M - F: 8:00am to 5:00pm Hourly Wage: $24.00 Job Type: Full-Time, Non-Exempt Medical Benefits: Employer-contributed medical and dental coverage plans available Vacation: Paid holidays and paid time off Retirement Plan: 401(k) matching Other Benefits: Mobile phone stipend available Job Location: In-Person

What you'll do: Answer inbound support calls and communicate professionally with customers Create and update service requests with accurate customer, device, issue, and contact information Gather information using established questions, checklists, and documentation Perform basic troubleshooting using approved procedures and guidance Resolve trained and documented requests within assigned access and demonstrated knowledge Assist experienced technicians with more advanced service requests and guided troubleshooting Document actions taken, results, customer communication, time worked, and next steps Escalate issues promptly when additional access, guidance, or technical knowledge is required Monitor assigned tickets and scheduled tasks to support timely completion Travel to customer locations for assigned onsite troubleshooting, deliveries, installations, and equipment replacement Prepare workstations, laptops, mobile devices, printers, and peripherals for deployment Follow established checklists for imaging, software installation, updates, configuration, and deployment Record serial numbers, asset information, configurations, and deployment details accurately Assist with equipment check-in, labeling, storage, checkout, delivery, and inventory record maintenance Maintain accurate ticket, equipment, procedure, and customer-environment documentation Participate in customer deployments, migrations, upgrades, and other special projects Complete assigned technical training, labs, shadowing activities, and documentation reviews Participate in after-hours or on-call activities after completing the required training and when appropriately scheduled

Required Skills Professional, friendly, and respectful customer service Clear verbal and written communication Strong attention to detail Ability to follow instructions, procedures, and checklists Ability to document work accurately and consistently Dependability, punctuality, and follow-through Willingness to ask questions, accept coaching, and apply feedback Curiosity and a genuine interest in developing technical skills Ability to remain patient and professional while assisting customers Ability to recognize when additional guidance or escalation is needed Ability to organize assigned tasks and communicate when priorities conflict Ability to work collaboratively in a team-oriented environment

Required Technical Knowledge General comfort using Windows computers and common business applications Basic familiarity with email, web browsers, files, folders, printers, and computer accessories Ability to learn new software and follow step-by-step technical instructions Ability to safely connect, disconnect, label, move, and organize common technology equipment Willingness to develop knowledge of troubleshooting, Microsoft 365, user administration, networking, security, device management, and business technology

Preferred Experience and Knowledge Customer service, retail, hospitality, administrative, warehouse, or other service-oriented experience Personal experience building, repairing, configuring, or troubleshooting computers or home networks IT coursework, self-directed learning, lab experience, internship experience, or participation in a technical training program Exposure to Microsoft 365 or other business productivity platforms Familiarity with printers, VoIP phones, audiovisual equipment, mobile devices, or network equipment CompTIA Tech+, CompTIA A+, Microsoft Fundamentals, or similar entry-level training or certification Experience using a ticketing, inventory, documentation, or customer-management system

Job Requirements No prior professional IT or MSP experience required High school diploma or equivalent required Ability to communicate clearly in writing and verbally Ability to follow technical and safety instructions Ability to work independently on trained tasks and collaboratively when guidance is needed Ability to maintain confidentiality and use good judgment when handling customer information Ability to travel to customer locations when assigned and meet applicable driving requirements Service-oriented, team-first attitude with a commitment to learning and improvement Willingness to complete assigned training and progressively demonstrate technical competencies Ability to safely lift and carry technology equipment weighing up to 50 pounds, with or without reasonable accommodation Ability to occasionally bend, reach, kneel, and work beneath desks or near equipment racks, with or without reasonable accommodation