Associate Support Technician

About the Role

• Join a company defining what it means to be an Impact Lender.

Key Responsibilities

• Triage, prioritize, categorize, resolve, and escalate support cases through our IT service management system, with a focus on timely resolution and customer communication.
• Troubleshoot end-user hardware, software, and common technology issues across Windows and a limited number of macOS devices.
• Perform routine Active Directory and Entra ID tasks such as onboarding, offboarding, password resets, group membership changes, and account troubleshooting.
• Troubleshoot and resolve basic mobile device support requests across iOS and Android.
• Support hardware deployment, returns, break/fix, inventory reconciliation, and other asset management activities.
• Provide user support and guidance for commonly used applications and systems.
• Support end-user functions across enterprise applications, troubleshooting issues and escalating when needed.
• Keep customers informed while their incidents and requests are being worked through.
• Participate in IT projects such as upgrades, rollouts, and migrations within the scope of the support team.
• Troubleshoot basic network and application connectivity issues.
• Communicate effectively with customers and teammates through email, support cases, chat, phone, and in person.
• Help create and maintain technical documentation and knowledge base articles.

Qualifications

• High school diploma or GED.
• No previous professional IT experience required.
• Curious about technology and interested in developing technical skills through hands-on experience.
• Comfortable troubleshooting problems, asking questions, and working through issues.
• Strong customer service mindset with clear written and verbal communication skills.
• Basic familiarity with Windows and common productivity applications.
• Able to learn new tools, systems, and processes through training and hands-on experience.
• Organized and able to manage multiple requests and priorities.
• Able to work effectively as part of a collaborative team.
• Ability to work on-site at headquarters in Indian Land, SC, or in an agreed-upon remote location.
• Ability to work extended hours, including nights, weekends, and holidays, when needed.

Preferred Qualifications

• Exposure to Microsoft 365, Windows, macOS, Active Directory, Entra ID, networking, or remote support tools.
• Previous customer service or technical support experience.
• Experience building, repairing, troubleshooting, or experimenting with computers, networks, software, or other technology.
• Coursework, certifications, personal projects, homelab experience, or other examples of self-directed technical learning.
• Basic familiarity with IT security concepts and practices.

Compensation & Benefits

• Expected salary range: $42,600.00 - $64,900.00
• Benefits Offered: Medical, Dental, Vision, Life, Disability, Critical Care, Hospitalization, HSA, FSA, DCFSA and QTE.
• Retirement plan: 401(k) and Roth.
• Paid Time Off: 16 days front-loaded.
• 11.5 paid holidays per year.
• Employee assistance program.
• Career growth opportunity.
• Fun, team-focused working environment.
• Employee-driven community outreach program.
• Relocation packages available.