Associate Technical Support Specialist

Job Title: Associate Technical Support Specialist

Key Responsibilities

• Respond to user support requests through ticketing systems, chat platforms, email, walk up, and virtual support channels.
• Troubleshoot common hardware, software, and access-related issues for end users.
• Provide support for laptops, desktop systems, printers, mobile devices, and collaboration tools.
• Assist with account access, password resets, VPN connectivity, and basic system configuration tasks.
• Support users across multiple operating systems including Windows, macOS, and ChromeOS.
• Help deploy and maintain mobile devices including iPhones, Android phones, and tablets.
• Perform initial diagnosis of incidents and escalate unresolved or advanced issues to higher-level support teams.
• Document troubleshooting activities and follow established operational procedures and service standards.
• Assist with workstation setup, onboarding activities, and equipment preparation.
• Participate in ongoing learning opportunities to expand technical and customer support capabilities.

Requirements & Tech Stack

• ServiceNow or similar ticket management platforms.
• Basic understanding of networking concepts such as wireless connectivity and remote access solutions.
• Experience using or supporting mobile devices and modern workplace technologies.

Qualifications

• Exposure to enterprise support environments or help desk operations.
• Strong interpersonal, communication, and customer service skills.
• Interest in information technology, technical troubleshooting, and end-user support.
• Ability to work collaboratively in a team-oriented environment.
• Comfortable learning new technologies, tools, and processes.
• Organized, dependable, and able to manage multiple support requests effectively.
• Prior experience in customer-facing IT roles is helpful but not required.