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

TL;DR

Associate Technician, IT (IT Service Desk): Provides first-level technical support to internal users for devices, applications, and hardware with an accent on diagnosing common technical problems, hardware/software issues, and connectivity. Focus on accurate logging of incidents, escalating complex issues, and assisting with deployments in a fast-paced environment.

Remote

Hourly: $18.65–$22.86

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.
• Develop technical, troubleshooting, and customer service skills continuously.

Requirements

• Stable power and broadband internet connection
• High school diploma or GED
• 1–2 years of IT Service/Help Desk or technical support experience
• Working knowledge of Windows, Android, iOS, hardware, printers, peripherals
• Basic understanding of LAN/WAN, VPN, remote access, Microsoft Office
• Strong customer service, communication, and problem-solving skills

Nice to have

• CompTIA A+ certification or equivalent
• Familiarity with ticketing systems and ITIL-based processes

Culture & Benefits

• Competitive benefits including medical, dental, vision, disability insurance
• 401(k) retirement savings plan
• PTO including paid sick time, 8 paid holidays per year
• Annual bonus eligibility based on company performance
• Training, tools, and technologies for professional development
• Collaborative, people-first environment with opportunities for growth