Summary Job Description:
Direct Relief is seeking a Technology Support Associate who is passionate about computers, networking, and helping people. This role is responsible for triaging the Help Desk, supporting end-user devices, assisting with AV/meeting room technology, and ensuring staff have a smooth, secure technology experience.
You do not need deep help desk experience — but you must be curious, proactive, a strong communicator, and excited to grow in IT.
Key Responsibilities
Help Desk & Ticket Triage
- Serve as the first point of contact for incoming help desk tickets.
- Review, categorize, and prioritize tickets based on urgency, impact, and service level expectations.
- Resolve common issues directly and escalate more complex cases to senior IT staff with proper documentation.
- Maintain accurate, clear notes within the ticketing system.
- Follow up proactively with users to ensure their needs are met and issues are fully resolved.
- Identify recurring problems and report patterns to IT leadership for continuous improvement.
Support
- Provide friendly, professional support for desktops, laptops, mobile devices, printers, and peripherals.
- Assist users with account access, MFA, Microsoft 365 apps, Teams, VPN, and cloud services.
- Troubleshoot hardware, OS, software, and network connectivity issues.
- Set up and configure new devices following established IT standards (Intune enrollment, updates, baseline configuration).
Collaboration & AV Technology Support
- Support conference room AV systems including Teams Rooms, webcams, microphones, displays, and sound systems.
- Help staff with meeting setup, testing, and troubleshooting audio/video issues.
- Assist with maintenance and documentation for AV equipment inventory.
Technical Operations Support
- Perform basic network tasks such as cable testing, port patching, and Wi-Fi troubleshooting.
- Assist with device updates, inventory documentation, and asset management.
- Support IT-led rollouts, upgrades, and special projects as needed.
- Follow security, compliance, and acceptable use policies when handling user devices and accounts.
Qualifications
Required
- Fundamental understanding of PCs, operating systems, and software troubleshooting.
- Basic networking knowledge (IP addressing, Wi-Fi, LAN basics).
- Strong critical-thinking skills with the ability to break down and diagnose problems logically.
- Excellent interpersonal and communication skills — patient and approachable with all levels of staff.
- Passion for technology, learning, and continuous improvement.
Preferred (Nice to Have)
- Experience handling a help desk queue or ticket system.
- Exposure to Microsoft 365, Entra ID, Intune, or similar modern IT tools.
- Familiarity with AV systems, Teams Rooms, or meeting technology.
- Basic understanding of cybersecurity best practices.
Personal Attributes We Value
- Highly personable and empathetic when supporting non-technical users.
- Organized and reliable with follow-through on tasks and tickets.
- Enjoys solving problems and learning new technologies.
- Works well with a small, high-performing IT team.
Professional Growth & Learning Opportunities
- This role provides hands-on exposure to modern enterprise IT systems, including identity management, device management, networking, cloud services, cybersecurity, and collaboration platforms.
- Ideal for individuals who are eager to advance into more technical roles; you will learn alongside experienced engineers and participate in real-world IT projects.
- The organization invests in ongoing training, mentorship, and certification pathways for those who demonstrate initiative and a desire to grow.
- Opportunities to work on advanced areas over time — such as system administration, cloud operations, security, automation, and network infrastructure.
Must have US work authorization to be considered for role. Sponsorship not available.