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Key Responsibilities and Required Skills for IT Support Associate

💰 $40,000 - $65,000

ITHelp DeskTechnical SupportDesktop Support

🎯 Role Definition

An IT Support Associate is an early-career technical professional responsible for delivering timely, high-quality end-user support across hardware, software, network and cloud services. This role operates within a Service Desk environment—triaging incidents and service requests through a ticketing system, adhering to SLAs, documenting solutions, and escalating complex issues to higher-tier teams. The ideal candidate blends hands-on technical troubleshooting (Windows, macOS, Office 365, Active Directory, VPN), endpoint and asset management, and strong customer service to keep employees productive and systems secure.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk Technician / Intern
  • Desktop Support Technician
  • Customer Support Representative with technical aptitude

Advancement To:

  • Senior IT Support Specialist / Tier 2 Support Analyst
  • Systems Administrator
  • Network Engineer
  • IT Operations Analyst
  • Cybersecurity Analyst

Lateral Moves:

  • IT Asset Manager
  • Technical Trainer / Documentation Specialist
  • Application Support Analyst
  • Service Desk Coordinator / Supervisor

Core Responsibilities

Primary Functions

  • Provide first-contact technical troubleshooting and resolution for end users by phone, email, chat and remote desktop tools (TeamViewer, AnyDesk, Microsoft Remote Desktop), logging all activity in the ticketing system and following SLA targets.
  • Triage, prioritize, and resolve incidents and service requests in a ServiceNow/Jira/Zendesk environment, ensuring clear categorization, root-cause analysis and timely updates to stakeholders until closure.
  • Diagnose and remediate Windows and macOS operating system issues, including startup problems, driver conflicts, system updates, and performance optimization for desktops and laptops.
  • Manage user account lifecycle tasks in Active Directory/Azure AD: create, modify and remove accounts, reset passwords, configure group memberships, and enforce access controls in collaboration with IAM teams.
  • Deploy, configure and maintain Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) and provide onboarding support and remediation for mailbox, calendar and permission issues.
  • Install, configure and upgrade laptop/desktop hardware and peripherals (printers, scanners, headsets) and perform warranty/repair coordination with vendors and RMA processes.
  • Configure and troubleshoot VPN connectivity, remote access, network printer mapping, and basic LAN/WAN issues, working with Networking teams for escalations when required.
  • Support mobile devices and mobile device management (MDM) solutions such as Microsoft Intune, handling enrollment, MDM policies, device wipes and remote provisioning.
  • Execute imaging and provisioning workflows using SCCM/Intune/MDT or equivalent tools to ensure standardized, secure device builds for new hires and refresh cycles.
  • Apply endpoint protection and anti-malware remediation steps, coordinate quarantine and recovery, and escalate potential security incidents per incident response procedures.
  • Maintain accurate hardware and software inventory records in asset management and CMDB systems, tracking serial numbers, warranties, licensing and lifecycle status.
  • Assist with software deployment and patch management coordination, validating installation success and reporting failed updates for remediation.
  • Support onboarding and offboarding processes: provision accounts, configure workstations, coordinate phone/softphone setup, and ensure secure removal of access and assets during terminations.
  • Create, review and maintain knowledge base articles, runbooks and step-by-step documentation to reduce repeat incidents and enable self-service for common user issues.
  • Conduct password resets, MFA troubleshooting, and access provisioning while enforcing company security policies and least-privilege access.
  • Escalate complex or recurring technical issues to Tier 2/3, network, security, or application teams with complete diagnostic data and reproduction steps to expedite resolution.
  • Perform routine backups and assist with file recovery requests, verifying restore points and coordinating with backup administrators when needed.
  • Participate in change control processes for minor system changes, testing and validating outcomes, and communicating expected impacts to affected users.
  • Generate and analyze basic service desk metrics and reports—ticket volumes, SLA compliance, and recurring incidents—to identify trends and propose service improvements.
  • Provide end-user training and coaching on commonly used software and security best practices to reduce repeat support requests and improve digital literacy.
  • Assist with procurement and setup of IT equipment, coordinate vendor communications, and ensure timely delivery and configuration of ordered assets.
  • Support compliance and audit requests related to user access, device inventory and software licensing, preparing documentation and evidence as required.
  • Help maintain the physical IT environment: wiring basics, labeling, cable management, and coordinating with facilities for hardware disposal and recycling.

Secondary Functions

  • Participate in user acceptance testing for desktop, application and peripheral rollouts to validate functionality and compatibility with existing environments.
  • Assist IT projects with rollout coordination, schedule communication to impacted users, and provide frontline support during go-live windows.
  • Support ad-hoc data collection and reporting requests for the Service Desk manager, such as SLA trends, asset disposition, and ticket backlog analyses.
  • Contribute to continuous improvement initiatives by recommending automation, self-service workflows, and knowledge base enhancements to reduce ticket volume.
  • Collaborate with cross-functional teams (Security, Networking, Applications) to align support procedures and improve incident escalation pathways.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficient troubleshooting of Windows 10/11 and macOS desktops and laptops, including system diagnostics, updates, and driver management.
  • Experience with Identity & Access Management: Active Directory, Azure AD, account provisioning, and group policy basics.
  • Familiarity with Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive) administration and user support.
  • Hands-on experience with ticketing systems such as ServiceNow, Jira Service Management, Zendesk or Freshservice.
  • Competent in remote support tools (TeamViewer, AnyDesk, Microsoft Remote Desktop) and remote troubleshooting methodologies.
  • Basic networking knowledge: TCP/IP, DNS, DHCP, VPN, subnets and troubleshooting connectivity issues.
  • Endpoint management and imaging tools: SCCM, Intune, MDT or similar for provisioning and patching devices.
  • Mobile device management (MDM) experience—Intune, Jamf or equivalent for iOS and Android support.
  • Familiarity with antivirus/endpoint protection tools and malware remediation procedures.
  • Experience with hardware diagnostics, repair coordination, component replacement and vendor RMAs.
  • Comfortable with basic scripting (PowerShell) for task automation and bulk account or device management.
  • Knowledge of IT asset management and CMDB processes, including inventory tracking and license compliance.
  • Ability to perform basic backup and restore operations and coordinate with backup solutions.
  • Exposure to cloud platforms (Microsoft Azure, AWS basics) and SaaS troubleshooting for business applications.

Soft Skills

  • Strong verbal and written communication skills for clear user interactions and concise ticket documentation.
  • Customer-focused mindset with empathy, patience and a drive for first-contact resolution.
  • Excellent problem-solving skills with the ability to analyze symptoms, reproduce issues and identify root causes.
  • Ability to prioritize tasks under pressure, manage competing SLAs and maintain calm during incidents.
  • Team player with collaborative attitude; comfortable escalating and working with cross-functional technical teams.
  • Adaptability and continuous learning orientation to keep pace with rapidly changing technologies.
  • Attention to detail and commitment to maintaining accurate documentation, asset records and security practices.
  • Time management and organizational skills to manage ticket queues, projects and routine maintenance.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent; relevant IT certification or coursework preferred.

Preferred Education:

  • Associate's or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related technical field.
  • Certifications such as CompTIA A+, Network+, Microsoft 365 Certified: Fundamentals, or ITIL Foundation are a strong plus.

Relevant Fields of Study:

  • Information Technology / Information Systems
  • Computer Science
  • Network Administration
  • Cybersecurity / Information Security

Experience Requirements

Typical Experience Range:

  • 0–3 years of practical experience in help desk, desktop support, or a technical customer service role.

Preferred:

  • 1–3 years of hands-on IT support experience in a corporate environment, working with Windows/macOS, Active Directory/Azure AD, Microsoft 365, and a modern ticketing system.
  • Demonstrated experience meeting SLA targets and contributing to a knowledge base or documentation repository.
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