IT Support Associate
Department: Information Technology
Employment Type: Full Time
Location: Gainesville, FL
Reporting To: Senior Manager Global IT Service
Description
Serves as the first point of contact for IT support, providing timely resolution of routine technical issues and ensuring a consistent, high-quality end-user experience.
Key Responsibilities
- Respond to service requests and incidents in accordance with established SLAs.
- Troubleshoot and resolve routine hardware, software, and access-related issues.
- Escalate unresolved or complex issues to appropriate support levels.
- Install, configure, and maintain end-user devices and peripherals.
- Support standard business applications, including M365 and collaboration tools.
- Document all activities and resolutions within the ITSM platform.
- Assist with onboarding/offboarding activities, including account setup and equipment provisioning.
- Provide basic end-user guidance and training as needed.
- Support conference room technology and audio/visual equipment.
- Follow established processes, procedures, and security protocols.
- Contribute to knowledge base documentation by capturing common issues and solutions.
- Build positive relationships with end users through responsive and professional service.
Skills, Knowledge and Experience
Education:
- Associate's Degree or equivalent work experience required; Bachelor's preferred
Experience:
- 0-2 years of experience in IT support or service desk environment
- Experience with Windows operating systems and M365 preferred
- Basic knowledge of Active Directory preferred
Functional/Technical Knowledge, Skills and Abilities Required:
- Strong customer service and communication skills
- Ability to follow defined processes and procedures
- Basic troubleshooting and problem-solving ability
- Strong organizational skills and attention to detail