IT Support Associate I

Expeditors is seeking an IT Support Associate I to join the Charlotte, NC on-site team. This frontline role provides hands-on technical support across hardware, software, network connectivity, and enterprise systems, with a focus on diagnosing issues, documenting resolutions, and supporting governance and vendor coordination. The position is rooted in proactive service, clear communication, and collaboration with internal teams to maintain reliable technology operations.

Responsibilities

• Deliver first-level assistance for hardware, software, and network problems, aiming for prompt resolution or appropriate escalation when needed.
• Assist with system deployments, updates, patching, and basic configuration tasks under guidance from senior colleagues.
• Diagnose issues across operating systems, enterprise applications, mobile devices, printers, and other peripherals.
• Record incidents, solutions, and technical procedures in ticketing and knowledge-management systems.
• Support the creation and upkeep of knowledge base articles to improve support efficiency and user self-service.
• Explain technical concepts in accessible terms to users with varying levels of technical knowledge.
• Maintain professional and timely communication throughout the support lifecycle.
• Escalate complex problems to senior technicians, engineers, or specialized teams with proper documentation and context.
• Collaborate with internal teams to ensure smooth resolution of technical issues and service requests.
• Provide a positive support experience through professionalism, empathy, and responsiveness.
• Address user concerns quickly while setting realistic expectations for resolution timelines.
• Follow up with users to confirm issue resolution and satisfaction with the service.
• Foster a customer-focused culture by delivering reliable and effective support consistently.
• Analyze issues methodically to identify root causes and implement effective solutions.
• Prioritize incidents and requests based on business impact and urgency.
• Identify recurring problems and propose preventive actions to enhance service reliability.
• Contribute to continuous improvement initiatives by spotting opportunities to optimize processes and delivery.
• Governance & Compliance: Adhere to IT policies, security standards, and compliance requirements, maintaining proper records for audit purposes.
• Maintain accurate records of incidents, requests, changes, and resolutions to support reporting and audits.
• Assist with audits by providing necessary documentation, inventories, and system validation activities.
• Ensure technology assets and systems are managed according to established standards and best practices.
• Support procurement of IT equipment and services by supplying technical specifications and recommendations.
• Coordinate warranty claims, repairs, and service requests with approved vendors.
• Help maintain IT asset inventories and ensure proper asset management practices.
• Demonstrate an awareness of cost-effective technology solutions while supporting operational goals.

Requirements

• Associate degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and practical 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 orientation and effective communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Solid analytical and problem-solving capabilities.

Technologies

• Windows
• Microsoft 365
• Active Directory
• Microsoft Entra ID
• Intune

Benefits

• Paid vacation, holidays, and sick time
• Medical health plan
• Life insurance coverage
• Employee Stock Purchase Plan
• Training and professional development program
• Growth opportunities within the company
• Employee referral program bonus

Additional Information

Please note that visa sponsorship is not offered for this position, and there is no relocation assistance provided.