IT Support Associate I

Position Summary

The IT Support Associate I provides front-line technical support to employees, ensuring reliable operation of hardware, software, network connectivity, and enterprise technology systems. This role is responsible for diagnosing and resolving technical issues, delivering exceptional customer service, maintaining accurate documentation, and supporting IT governance and compliance standards. The IT Support Associate I works closely with senior IT staff and vendors to ensure technology services are delivered efficiently and effectively across the organization.

Key Responsibilities

Technical Expertise

• Provide first-level technical support for hardware, software, and network-related issues, ensuring timely resolution or appropriate escalation.
• Assist with system installations, updates, patching, and basic configuration activities under the guidance of senior team members.
• Troubleshoot operating systems, enterprise applications, mobile devices, printers, and other peripherals.
• Document incidents, resolutions, and technical procedures in the IT ticketing and knowledge management systems.
• Contribute to the development and maintenance of knowledge base articles to improve support efficiency and user self-service capabilities.

Communication & Collaboration

• Communicate technical concepts clearly and effectively to users with varying levels of technical knowledge.
• Maintain professional and timely communication throughout the support process.
• Escalate complex issues to senior technicians, engineers, or specialized support teams with appropriate documentation and context.
• Collaborate with internal teams to ensure seamless resolution of technical issues and service requests.

Customer Service Mindset

• Deliver a positive support experience through professionalism, empathy, and responsiveness.
• Address user concerns promptly while managing expectations regarding resolution timelines.
• Follow up with users to confirm issue resolution and customer satisfaction.
• Promote a customer-focused culture by consistently delivering reliable and effective support.

Critical Thinking & Problem Solving

• Analyze technical issues systematically to identify root causes and implement effective solutions.
• Prioritize incidents and service requests based on business impact and urgency.
• Recognize recurring issues and recommend preventive actions to improve service reliability.
• Support continuous improvement initiatives by identifying opportunities to enhance processes and service delivery.
• Governance & Compliance
• Adhere to established IT policies, security standards, and compliance requirements.
• Maintain accurate records of incidents, requests, changes, and resolutions for audit and reporting purposes.
• Support periodic audits by providing required documentation, inventories, and system validation activities.
• Ensure technology assets and systems are managed according to organizational standards and best practices.

Vendor & Financial Acumen

• Assist with the procurement of IT equipment and services by providing technical specifications and recommendations.
• Coordinate warranty claims, equipment repairs, and service requests with approved vendors.
• Help maintain inventory records for IT assets and equipment.
• Demonstrate awareness of cost-effective technology solutions while supporting operational objectives.

Required

• Associate degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and experience.
• Basic knowledge of Windows operating systems, Microsoft 365, networking concepts, and endpoint devices.
• Experience troubleshooting hardware, software, and peripheral device issues.
• Strong customer service and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving capabilities.

Preferred

• Previous experience in a help desk, desktop support, or technical support environment.
• Knowledge of ticketing systems and IT asset management tools.
• Familiarity with Active Directory, Microsoft Entra ID, Intune, or endpoint management solutions.
• Relevant industry certifications such as CompTIA A+, Network+, or Microsoft certifications.

Please note, this opportunity does not sponsor work visas and has no relocation assistance.

Expeditors offers excellent benefits:

• Paid Vacation, Holiday, Sick Time
• Health Plan: Medical
• Life Insurance
• Employee Stock Purchase Plan
• Training and Personnel Development Program
• Growth opportunities within the company
• Employee Referral Program Bonus