IT Associate

Description

The employee provides help‑desk support to onsite and remote users, handling queries related to hardware, software, and systems. Duties include installing and configuring workstations, managing tickets, troubleshooting, and maintaining equipment inventories and user accounts. The role also monitors Microsoft Defender alerts, performs initial triage, and escalates high‑severity incidents.

• Provide tier‑1 help‑desk support for hardware, software, and system issues to onsite and remote users.
• Install, test, and configure workstations, peripherals, and software applications.
• Respond to tickets, email, and Teams messages; diagnose problems and guide users through solutions.
• Run diagnostic tools, perform equipment inventory, and manage user accounts in Active Directory and related applications.
• Monitor Microsoft Defender alerts, perform initial classification, and execute basic automated response actions.
• Document findings and escalate high‑severity incidents to Level 2/Incident Response teams.
• Identify recurring alert patterns and recommend configuration improvements.
• Lift equipment up to 40 lb regularly and maintain consistent attendance.
• Administer Windows 10/11, Windows Server 2012‑2019, Office 365, Azure, Intune, MFA, Exchange, Entra, and ServiceNow.
• Provide PaloAlto GlobalProtect VPN support and basic Cisco networking troubleshooting.
• Participate in call‑center operations as required.

Requirements

The role works independently under the IT Team Leader, requiring strong organization, communication, and the ability to work with minimal supervision. The incumbent will resolve issues promptly and uphold high work ethics.

Candidates must be able to diagnose complex technical problems, prioritize multiple issues, and communicate clearly with end users. Reliable attendance and the ability to lift up to 40 lb are required. A high school diploma and at least two years of help‑desk experience are mandatory.

Proficiency with Windows 10/11, Windows Server 2012‑2019, Active Directory, Office 365, Azure, Intune, MFA, Exchange, Entra, ServiceNow, PaloAlto GlobalProtect, basic Cisco networking, PowerShell, and Microsoft Defender is expected. Familiarity with PCI, SOC concepts and call‑center environments is also valued.

• Maintain at least two years of help‑desk experience and a high school diploma or equivalent.
• Utilize beginner‑level PowerShell scripting and understand PCI/SOC compliance concepts.

Benefits

The company offers a Total Rewards plan that includes paid time off, health and dental coverage, retirement options, an employee assistance program, and a referral program. The organization is an equal‑opportunity employer and does not accept unsolicited agency resumes.

• Receive paid vacation, sick leave, bereavement leave, health and dental plans, retirement plans, EFAP, and employee referral incentives.

Training + Development

Interview process

Visa Sponsorship

Security clearance