IT Help Desk Associate

**Employees filling this position are required to work on-site at our Indianapolis, IN facility**

Overall Responsibilities:

Under general supervision, provide primary tier-1 and tier-2 technical support to all company staff across on-premises, hybrid, and remote environments. Diagnose, troubleshoot, and resolve hardware, software, identity, network, and SaaS application issues while guiding end-users through clear, professional solutions. Utilize modern IT Service Management (ITSM) ticketing tools, AI-assisted troubleshooting platforms, and remote administration tools to manage incoming requests efficiently. Assist System Administrators with cloud identity management, endpoint deployment, hardware inventory, and accessibility tools. Document issue resolutions in internal knowledge bases and support company accessibility and security initiatives.

Education and Experience:

• Associate degree in Computer Science, Information Technology, or equivalent experience/certifications.
• 1–2 years of hands-on technical support experience in a hybrid or distributed workforce environment.
• CompTIA A+, CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, Google IT Support Professional Certificate, or equivalent certification preferred
• Technical proficiency in the following:

• • Operating Systems: Windows 11/10 and macOS.
  • Cloud & Enterprise Productivity Platforms: Microsoft 365 (Teams, SharePoint, Exchange Online, Entra ID / Azure AD), Google Workspace.
  • Device Management & Security: Mobile Device Management (MDM) platforms (e.g., Microsoft Intune, Jamf), basic cybersecurity hygiene, and Multi-Factor Authentication (MFA) workflows.
  • Mobile Support: iOS and Android corporate endpoint management.
  • Networking: Fundamentals of TCP/IP, Wi-Fi 6/mesh environments, VPNs, and basic network cabling/hardware.

Required Skills and Abilities:

• Proficiency in diagnosing and resolving OS, hardware, printer, and SaaS application issues.
• Experience utilizing cloud-based ticketing systems (e.g., Jira Service Management, Zendesk, ServiceNow, Freshdesk).
• Comfort using AI-assisted support tools and automation to speed up problem resolution and ticket deflection.
• Knowledge of remote desktop administration, screen sharing, and remote support tools.
• Strong written and verbal communication skills; ability to explain technical concepts to non-technical users with empathy and patience.
• Capacity to collaborate across departments and maintain confidentiality of organizational data.
• Ability to prioritize tasks effectively in a fast-paced environment and work with minimal supervision.
• Detail-oriented with a strong commitment to documentation and inventory tracking.
• Adaptability to flexible support needs, including remote and on-site troubleshooting.

Job Duties and Responsibilities:

• Provide first- and second-line technical support for local and remote users via chat, email, video call, and ticketing queues.
• Triage, categorize, prioritize, and process incoming tickets within standard Service Level Agreements (SLAs).
• Perform remote desktop control and diagnostics to solve hardware, software, VPN, and network access issues.
• Configure, provision, tag, and deploy user devices (laptops, desktops, mobile phones, tablets) using cloud enrollment tools (e.g., Microsoft Intune, Jamf).
• Perform routine software updates, OS patch management, and hardware maintenance.
• Maintain precise hardware/software inventory databases and process equipment returns or replacements.
• Support user onboarding, offboarding, account creation, and role-based access management within Microsoft 365 / Entra ID and SaaS tools.
• Assist users with password resets, MFA setups, and identity verification.
• Troubleshoot local and network printer issues, Wi-Fi connectivity, and local patch cabling/switches.
• Coordinate vendor maintenance and repairs for equipment under warranty or third-party service agreements.
• Document issue resolutions and maintain up-to-date internal Knowledge Base (KB) articles for both end-user self-service and team reference.
• Support and champion Bosma accessibility tools, assistive technologies, and organizational inclusion initiatives.
• Assist end-users with basic Salesforce (or modern CRM) reporting and account accessibility needs.
• Perform other IT-related duties and special project support as assigned.