IT Help Desk Associate

In this role, you will deliver primary tier-1 and tier-2 technical support for staff across on-premises, hybrid, and remote environments. You will troubleshoot end-user technology issues, manage support requests through ITSM ticketing workflows, and collaborate with system administrators to maintain reliable access to devices, identity services, and enterprise applications.

Role Overview

You will diagnose and resolve hardware, software, identity, network, and SaaS application concerns while guiding end users through clear, professional solutions. Support activities will include remote administration and end-user assistance, as well as contributions to internal documentation and knowledge sharing.

Key Responsibilities

• Provide first- and second-line technical support for local and remote users through chat, email, video calls, and ticketing queues.
• Triage, categorize, prioritize, and process incoming tickets in accordance with standard Service Level Agreements (SLAs).
• Diagnose, troubleshoot, and resolve hardware, software, identity, network, and SaaS application issues while assisting end users step by step.
• Use remote desktop control and diagnostics to address hardware, software, VPN, and network access issues.
• Configure, provision, tag, and deploy user devices including laptops, desktops, mobile phones, and tablets using cloud enrollment tools such as Microsoft Intune and Jamf.
• Carry out routine software updates, OS patch management, and hardware maintenance.
• Maintain accurate hardware and software inventory databases and process equipment returns or replacements.
• Support onboarding and offboarding workflows, including account creation and role-based access management in Microsoft 365 / Entra ID and related SaaS tools.
• Assist with password resets, MFA setup, and identity verification steps.
• Troubleshoot local and network printer issues, Wi-Fi connectivity, and local patch cabling or switches.
• Coordinate vendor maintenance and repairs for equipment under warranty or third-party service agreements.
• Document issue resolutions and maintain up-to-date internal Knowledge Base (KB) articles for end-user self-service and team reference.
• Support and champion Bosma accessibility tools, assistive technologies, and organizational inclusion initiatives.
• Assist end users with basic Salesforce (or modern CRM) reporting and account accessibility needs.
• Support system administrators with cloud identity management, endpoint deployment, hardware inventory, and accessibility tools.
• Perform other IT-related duties and special project support as assigned.

Education and Experience

• Associate degree in Computer Science, Information Technology, or equivalent experience/certifications.
• 1–2 years of hands-on technical support experience in a hybrid or distributed workforce environment.
• Operating systems exposure including Windows 11/10 and macOS.
• Working knowledge of Microsoft 365 (Teams, SharePoint, Exchange Online, Entra ID / Azure AD) and Google Workspace.
• Experience with Mobile Device Management (MDM) platforms such as Microsoft Intune and Jamf, plus awareness of basic cybersecurity hygiene and MFA workflows.
• Mobile endpoint management experience for iOS and Android corporate devices.
• Networking fundamentals including TCP/IP, Wi-Fi 6/mesh environments, VPNs, and basic network cabling/hardware.

Required Qualifications

• Proficiency diagnosing and resolving OS, hardware, printer, and SaaS application issues.
• Experience with cloud-based ticketing systems such as Jira Service Management, Zendesk, ServiceNow, or Freshdesk.
• Comfort using AI-assisted support tools and automation to speed up problem resolution and support ticket deflection.
• Knowledge of remote desktop administration, screen sharing, and remote support tools.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users with empathy and patience.
• Ability to collaborate across departments while maintaining confidentiality of organizational data.
• Ability to prioritize tasks effectively in a fast-paced environment and work with minimal supervision.
• Detail-oriented approach with a commitment to documentation and inventory tracking.
• Adaptability to flexible support needs, including both remote and on-site troubleshooting.
• Relevant certifications preferred: CompTIA A+, CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, Google IT Support Professional Certificate, or equivalent.

Tools and Technologies

• IT Service Management (ITSM) ticketing tools; AI-assisted troubleshooting platforms; remote administration tools
• Microsoft Intune, Jamf
• Microsoft 365 (Teams, SharePoint, Exchange Online), Entra ID / Azure AD
• Google Workspace
• Mobile Device Management (MDM), MFA, iOS, Android
• Windows 11, Windows 10, macOS
• TCP/IP, Wi-Fi 6, VPNs, remote desktop control, screen sharing
• Jira Service Management, Zendesk, ServiceNow, Freshdesk
• Salesforce and basic network cabling/hardware, including local patch cabling/switches

Location and Work Setup

Indianapolis, IN (onsite)