Information Technology Associate

The IT Associate plays a critical role in supporting IT infrastructure and end-user technologies. This position is responsible for delivering comprehensive IT support services, including the installation, troubleshooting, maintenance, and removal of hardware and software systems. The role requires strong communication skills, a proactive customer service mindset, and the ability to manage responsibilities independently and collaboratively.

IT Associate Responsibilities:

Provide full-spectrum IT support to internal users, ensuring prompt and efficient service.

Deliver clear and timely communications throughout the support lifecycle.

Record and update service history, documentation, and knowledge base articles.

Image and deploy desktops/laptops using industry-standard tools.

Collaborate with technical teams on root cause analysis and smart hands support for client devices.

Provide hardware and software support including installation, upgrades, protection, and decommissioning.

Utilize ticketing systems for tracking, routing, and asset updates.

Manage support tickets with timely updates and issue resolution.

Escalate complex issues with clear context and defined needs to higher support tiers.

Work cross-functionally with internal IT teams and business units.

Follow standardized procedures and identify areas for process improvement.

Stay current on newly deployed technologies within the organization.

Participate in on-call rotations for after-hours and weekend support; must be available to respond on-site within one hour in urgent situations (e.g., VIP or P1/P2 incidents).

IT Associate Qualifications:

Associate degree or equivalent with progressive business experience

3+ years IT client device or service desk support skills

Manufacturing background preferred with basic knowledge of ERP systems and computing required within divisional network(s)

Office 365 and Server experience required

Azure cloud knowledge preferred

Experience participating in structured projects or deployments

Strong networking and troubleshooting skills

Professional written and oral communication skills with the ability to clearly communicate actions taken to other team members and customers in a concise manner

Foundational understanding of Windows operating system, client – peer network functionality, Microsoft active directory users and groups, and concepts such as “On Prem” and “Azure Cloud” as it pertains to client device, hardware, and software

Excellent customer interaction and time management skills

Excellent project management skills including follow-up and follow-through

Ability to prioritize, organize and manage against time constraints in a professional manner

Proficiency in documentation, software installation, licensing requirements, and call annotation