IT Technical Support Associate

About the role

The Technical Support Associate will serve as the escalation point for the GEPD Service Desk, handling on‑site visits and complex issues that cannot be resolved remotely. You will support end‑users across the organization by troubleshooting hardware and software problems, managing tickets, and ensuring high‑quality service delivery.

Key responsibilities

• Troubleshoot and resolve hardware and software issues on desktops, laptops, and other devices running Windows 10 and Office 2016/365.
• Diagnose hardware faults, order parts, replace components, and reimage machines according to company policy.
• Provide remote assistance using SCCM, Teams, and other remote tools.
• Document all incidents in the Service Desk ticketing system and escalate unresolved cases to higher‑level support.
• Maintain inventory of equipment, manage reception of new hardware, and control access to the warehouse.
• Use Active Directory and Exchange Management Console for user, group, and computer administration.
• Publish support documentation and deliver training when required.

Required profile

• Associate or Bachelor’s degree.
• Minimum 3 years of end‑user support experience in an enterprise environment.
• Strong knowledge of Windows 10, Office 2016/365, and TCP/IP networking.
• Experience with hardware diagnostics, part ordering, and equipment replacement.

Required skills

• Windows 10
• Office 2016/365
• SCCM (deployment and remote control)
• Microsoft Teams (remote assistance)
• Active Directory
• Exchange Management Console
• Hardware troubleshooting and reimaging
• Network MFD printer installation

What we offer

• Opportunity to work with a diverse internal client base.
• Hands‑on technical environment with both onsite and remote support.
• Professional development in enterprise IT support.