IT Support Associate

Department: Information Technology

Location: Gainesville, FL

Serves as the first point of contact for IT support, providing timely resolution of routine technical issues and ensuring a consistent, high-quality end-user experience.

Key Responsibilities

• Respond to service requests and incidents in accordance with established SLAs.
• Troubleshoot and resolve routine hardware, software, and access-related issues.
• Escalate unresolved or complex issues to appropriate support levels.
• Install, configure, and maintain end-user devices and peripherals.
• Support standard business applications, including M365 and collaboration tools.
• Document all activities and resolutions within the ITSM platform.
• Assist with onboarding/offboarding activities, including account setup and equipment provisioning.
• Provide basic end-user guidance and training as needed.
• Support conference room technology and audio/visual equipment.
• Follow established processes, procedures, and security protocols.
• Contribute to knowledge base documentation by capturing common issues and solutions.
• Build positive relationships with end users through responsive and professional service.

Skills, Knowledge and Experience

Education

• Associate’s Degree or equivalent work experience required; Bachelor’s preferred

Experience

• 0–2 years of experience in IT support or service desk environment
• Experience with Windows operating systems and M365 preferred
• Basic knowledge of Active Directory preferred

Functional/Technical Knowledge, Skills and Abilities Required

• Strong customer service and communication skills
• Ability to follow defined processes and procedures
• Basic troubleshooting and problem-solving ability
• Strong organizational skills and attention to detail