Help Desk Technician

IT Support Specialist

Headquartered in Lexington, Kentucky, Associations International (AI) is an award-winning, client-focused association management company (AMC) serving both domestic and international associations. We partner with volunteer leaders to build extraordinary communities and bring our clients' missions to life.

About the Role

Associations International is seeking an IT Support Specialist to join our Technical Services team. This position provides frontline technical support to end users and plays a key role in maintaining a productive, technology-enabled work environment. The IT Support Specialist responds to technical issues, supports employee onboarding and offboarding, manages hardware and software inventories, and assists with the day-to-day administration of technology systems.

The ideal candidate is a customer-focused problem solver who enjoys troubleshooting technology issues, supporting users with varying levels of technical expertise, and continuously learning new technologies. This role works closely with the Senior System Administrator and other members of the Technology Services team to ensure timely and effective support across the organization.

Requirements

• Provide technical assistance and support for computer systems, software, hardware, and related technologies.
• Respond to support requests via phone, email, remote support tools, and in-person interactions.
• Diagnose, research, troubleshoot, and resolve technical issues in a timely manner.
• Follow up to ensure issues are resolved and user expectations are met.
• Escalate or reassign issues to appropriate team members when necessary.
• Monitor and manage Service Desk tickets, including logging, assigning, and tracking requests.
• Participate in employee onboarding, offboarding, and ongoing account administration.
• Provision user hardware, software, and system access.
• Install, configure, update, maintain, and repair computer hardware and software.
• Support Windows and macOS environments.
• Install and maintain computer peripherals and workstation equipment.
• Maintain accurate inventory records of technology hardware and software assets.
• Ensure technology equipment is properly maintained, secured, and managed according to departmental policies.
• Assist with projects, events, equipment deployment, and operational initiatives.
• Provide basic end-user training and guidance on business technology tools.
• Complete administrative technology tasks as directed by senior IT staff.
• Assist technology leadership and support team initiatives as needed.
• Participate in after-hours support activities when required.

Qualifications

• 1+ years of experience in IT, help desk, desktop support, or a related technical role.
• Experience maintaining, troubleshooting, and replacing computer hardware and peripherals.
• Experience supporting Windows operating systems and macOS environments.
• Working knowledge of Microsoft 365 applications and services.
• Familiarity with Adobe Acrobat, Creative Suite, and Creative Cloud products.
• Familiarity with cloud-based business applications.
• Base understanding of servers, Active Directory, Microsoft Entra ID, and networking concepts.
• Strong analytical and problem-solving abilities.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational and documentation skills.
• Positive, customer-focused attitude with a willingness to learn new technologies and tools.
• Ability to work independently while collaborating effectively within a team environment.
• Associate degree preferred, or high school diploma with at least four years of related experience.
• Ability to lift and move equipment weighing up to 50 pounds and perform physical installation tasks when needed.

Why Join Associations International?

• Collaborative and supportive team culture.
• Opportunity to work with a variety of technologies and business environments.
• Meaningful work supporting employees and the associations they serve.
• Opportunity to contribute to a growing, award-winning organization.