IT Support Associate

About Dean Dorton

Dean Dorton is a leading professional services firm spanning certified public accounting, business advisory, and technology solutions. We are your partners in redefining success through innovation and data-driven strategies. Our experts provide an integrated suite of audit, tax, business management, consulting and technology solutions to companies both domestic and international. We help our clients strategize, adapt, and change in every stage of business, from startup and growth to succession planning and everything in between.

Our core values guide how we work, lead, and support one another every day. They are:

• Integrity - We do the right thing, integrity guides our decisions.
• Relationships - We value people, relationships drive our impact.
• Collaboration - We win as one team, collaboration fuels our success.
• Growth - We stay curious, growth is our mindset.

About the Team

Dean Dorton's Infrastructure & Managed Services team provides comprehensive technology support and infrastructure management for clients across diverse industries. Acting as a true IT partner, we deliver secure, scalable, and strategic solutions that align with each client's operational goals. From day-to-day support to long-term planning, we help businesses operate more efficiently and confidently through reliable, best-in-class technology services.

About the Role

The IT Support Associate serves as the first point of contact for client technology support requests, playing a key role in resolving routine technical issues and maintaining service excellence. This role manages the intake and triage of support tickets while collaborating with the broader technology team to ensure timely, effective resolution. It's an ideal position for an early-career professional who is client-focused, detail-oriented, and eager to build a foundation in IT within a professional services environment.

Essential Duties & Responsibilities

The essential duties & responsibilities of the IT Support Associate role are outlined below in correlation with Dean Dorton's performance management impact areas.

Technical

Definition: your specialized knowledge & expertise associated with the work you perform for/with clients (note: clients may be internal to Dean Dorton).

• Monitor and manage incoming support requests through the ticketing system, ensuring prompt acknowledgment and response.
• Perform initial triage, categorization, and resolution of routine technical issues.
• Escalate complex or high-priority incidents to appropriate team members with clear documentation.
• Maintain accurate and detailed notes within tickets to ensure effective communication and tracking.
• Troubleshoot common technical issues related to Microsoft 365, Windows operating systems, networking, and endpoint security.
• Assist with user account management, password resets, and system access requests.
• Contribute to improving support processes by documenting solutions and recurring issues.

Behavioral

Definition: the behaviors associated with performing your job (interpersonal skills).

• Deliver responsive, professional, and courteous communication in all client interactions.
• Provide timely updates and follow-through on open support tickets.
• Maintain a client-first mindset, ensuring a high standard of service and satisfaction.
• Prioritize and manage multiple requests effectively in a fast-paced, team-oriented environment.
• Participate in team meetings, training sessions, and performance discussions.
• Demonstrate reliability, accountability, and enthusiasm for continuous improvement.

Non-Charge

Definition: the contribution you make to Dean Dorton outside of client work.

• Contribute to the internal knowledge base by documenting processes, solutions, and best practices.
• Support team onboarding by assisting with documentation and training materials.
• Stay informed on emerging tools, technologies, and IT support trends.
• Participate in internal training programs and certification pathways to enhance technical expertise.
• Demonstrate Dean Dorton's values by promoting teamwork, professionalism, and service excellence.