IT Help Desk Associate

IT Help Desk Associate

The IT Help Desk Specialist is responsible for providing day-to-day technical support to employees across the organization. This role serves as the first point of contact for Tier 1 IT issues, including troubleshooting hardware, software, and access-related requests.

This position focuses on timely resolution of common technical issues, clear communication with end users, and proper escalation of more complex problems to the IT Manager or external partners.

Key Responsibilities

• Serve as the primary point of contact for Tier 1 IT support requests (in-person, phone, and ticketing system)
• Troubleshoot and resolve common issues related to:
• Workstations, laptops, and mobile devices
• Password resets and account access
• Email, printers, and basic network connectivity
• Standard business applications (e.g., Microsoft Office, ADP access, etc.)
• Log, track, and update all support requests in the ticketing system
• Ensure timely response and resolution in line with service expectations
• Escalate unresolved or complex issues to the Technology Manager or appropriate vendor
• Set up and configure new hire equipment (computers, accounts, system access)
• Support onboarding and offboarding processes (account creation, access removal, equipment handling)
• Maintain and organize IT equipment inventory
• Assist with basic system updates, patches, and routine maintenance tasks
• Provide clear, user-friendly guidance to employees with varying levels of technical experience
• Follow established IT policies, security protocols, and documentation standards
• Other duties as assigned

Qualifications

Required:

• 1–3 years of experience in an IT support or help desk role
• Associates degree with technical focus
• Basic knowledge of:
• Windows operating systems
• Microsoft 365 / Office applications
• Active Directory (user account management, password resets)
• Strong troubleshooting and problem-solving skills
• Ability to communicate technical information in simple, clear terms
• Organized and able to manage multiple requests at once
• Customer-service mindset and ability to work with colleagues at all levels

Preferred:

• Experience with ticketing systems, such as Spiceworks
• Familiarity with basic networking concepts (Wi-Fi, VPN, connectivity issues)
• Experience supporting hourly or field-based workforces

Work Environment

This position operates in a professional office environment combined with beverage distribution warehouse. This is a full-time position, standard working hours are Monday through Friday. Occasional evening or weekend work may be required. Minimal travel (less than 10%).

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift and move up to 10 lbs. of equipment.

Additional Information

This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to assign or reassign other related duties and responsibilities as needed to meet organizational needs.

Equal Employment Opportunity Statement

Mitchell Companies is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law.