Associate Technician, IT - IT Service Desk HQ IT-Service Delivery

TL;DR

Associate Technician, IT (Service Desk): Provides first-level technical support to internal users for devices, applications, hardware, and connectivity issues with an accent on diagnosing problems, resolving tickets, and documenting resolutions. Focus on handling phone, chat, and ticketed requests, escalating complex issues, and assisting with deployments in a fast-paced environment.

Location: Remote

Salary: $18.65–$22.86 hourly

Company

America’s largest supplier of building materials, value-added components, and building services to the professional market.

What you will do

• Respond to phone, chat, and ticketed requests for hardware, software, printing, mobile, and connectivity issues.
• Diagnose and resolve common technical problems using tools, procedures, and documentation.
• Log incidents, requests, troubleshooting steps, and resolutions accurately in the ticketing system.
• Escalate unresolved issues while maintaining ownership and communication.
• Assist with software, hardware deployments, and root cause analysis.
• Balance multiple priorities and continuously develop technical and customer service skills.

Requirements

• High school diploma or GED.
• 1–2 years of IT Service/Help Desk or technical support experience.
• Strong customer service and communication skills.
• Stable power and broadband internet connection.
• Working knowledge of Windows, Android, iOS, hardware, printers, peripherals, Microsoft Office, LAN/WAN, VPN, ticketing systems, and ITIL processes.

Nice to have

• CompTIA A+ certification or equivalent experience.

Culture & Benefits

• Competitive benefits including medical, dental, vision, disability insurance, 401(k), PTO, paid sick time, and 8 paid holidays.
• Annual bonus eligibility based on company performance.
• Professional development through training, tools, and technologies.
• Highly collaborative, people-first environment with opportunities for growth.
• Focus on work-life balance and continuous career building.