Help Desk Associate

Responsibilities Work a hybrid schedule that changes based on business needs and on‑call rotation. Provide end‑user support on Windows, macOS, Google Meets and other supported systems and applications. Maintain and support conference room technology, including regular equipment health checks and providing on‑site technical assistance for high‑priority meetings and corporate events. Facilitate the technical onboarding of new hires, ensuring all accounts, hardware, and software are provisioned and ready for their first day. Manage the lifecycle of IT assets, including the issuance, receipt, and inventory tracking of hardware and peripherals. Develop and update Knowledge Base Articles (KBAs) to promote user self‑service and improve first‑contact resolution rates. Identify opportunities to automate processes to eliminate repetitive tasks and increase overall service desk efficiency. Provide multi‑channel technical support (phone, email, chat) as the primary point of contact for resolving hardware, software and network issues. Provision and deploy workstations from initial imaging to final delivery, ensuring all systems meet security standards and are pre‑configured with necessary software. Serve as a critical link in the escalation chain, identifying high‑priority or systemic issues and ensuring they are promptly transitioned to the appropriate engineering teams or leadership. Facilitate IT asset shipments by receiving and processing equipment deliveries, which includes the physical ability to lift and relocate packages up to 40 lbs as needed for inventory organization. Travel to the Chicago office for training. Requirements 1+ years support experience. Basic networking troubleshooting capabilities. Exceptional interpersonal and communication skills. Experience in developing knowledge base articles or step‑by‑step guides. Experience with SCCM, Absolute, Jamf, ServiceNow, or Atlassian Jira. Knowledge of PowerShell. Associate's degree. Team leadership experience is a plus. #J-18808-Ljbffr