Job Description
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This range is provided by Utility, Inc.. Your actual pay will be based on your skills and experience talk with your recruiter to learn more.
Base pay range
$50,000.00/yr - $60,000.00/yr
Position Summary
Reporting to the VP of IT, Security, and Compliance, the Help Desk Associate will provide first-level technical support to end users. The ideal candidate will troubleshoot hardware, software, and network issues while delivering excellent customer service.
Working Conditions: Regular office/hybrid environment.
Essential Duties And Responsibilities - Serve as the first point of contact for IT support via phone, email, or ticketing system.
- Troubleshoot and resolve hardware, software, and network issues.
- Escalate complex issues to higher-tier support or relevant teams.
- Assist users with Windows/macOS operating systems and common applications (Microsoft 365, VPN, collaboration tools).
- Support Endpoint devices (laptops, desktops, printers, mobile devices).
- Install, configure, and update software as needed.
- Manage user accounts, passwords, and permissions (Active Directory, Azure AD, etc.).
- Assist with multi-factor authentication (MFA) and security protocols.
- Document troubleshooting steps and solutions in a knowledge base.
- Provide user training on common IT issues and best practices.
- Log, track, and update support tickets accurately.
- Monitor IT systems for potential issues and report them proactively.
Minimum Qualifications (experience And Education) - Associate's degree or equivalent work experience is required.
- 1+ years in IT support or help desk role.
- Proficiency in Windows/macOS, Microsoft 365, Active Directory, networking basics, and remote support tools
- Experience in systems administration, IT infrastructure management, or a related role.
- Excellent communication, customer service, and problem-solving abilities.
- Strong problem-solving and analytical skills.
- Ability to manage multiple tasks and prioritize effectively.
- Willingness to learn and adapt to new technologies.
- Availability for on-call or after-hours support as required.
- Certifications (Preferred): CompTIA A+, ITIL, or Microsoft certifications.
Minimum Knowledge, Skills, And Abilities - Strong customer service orientation with the ability to build relationships across the organization.
- Excellent active listening, written, and verbal communication skills with the ability to influence at all levels of an organization.
- Excellent problem-solving, critical thinking, and analytical skills with the ability to resolve complex issues.
- Strong analytical and problem-solving skills.
- Excellent communication and documentation abilities.
- High attention to detail and a proactive mindset
- Ability to work independently as well as collaboratively within an IT team.
- Willingness to learn new technologies and adapt to changing IT environments.
RECOMMENDED CERTIFICATIONS - Microsoft 365 Fundamentals, CompTIA A+
Physical Demands and Work Environment This role requires the employee to maintain a stationary and upright position consistently. Employees must be able to move frequently within an office environment to utilize office machinery and other resources. The employee should be able to communicate information and concepts consistently and effectively for mutual understanding, including conveying precise details during these interactions. For accurate task execution, it is essential that the employee consistently maintains consistent specific vision abilities, especially the capability to discern close-up details within a few feet of the observer. Seldom does this role entail the transportation of items weighing up to 15 pounds to meet various demands.
NOTE This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at-will relationship.
The companies in the Public Safety Brands (PSB) organization are innovative technology leaders, delivering groundbreaking digital systems tailored for frontline professionals who rely on speed, accuracy, easy-to-access data, and transparency in their work. PSB is an equal-opportunity employer that promotes justice, advances equity, values diversity, and fosters inclusion. PSB is committed to hiring the best talent regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances. If you have a disability or special need that requires assistance or accommodation, please email
[email protected].
Powered by ExactHire: 179549
Seniority level
Seniority level
Entry level
Employment type
Employment type
Full-time
Job function
Job function
Information Technology -
Industries
Consumer Services
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Job Tags
Full time, Contract work, Temporary work, Work experience placement, Work at office, Remote work, Night shift, 2 days per week,