IT Help Desk Associate

Bosma Enterprises; Town of Oconomowoc (WI); On-site; USD 52,000 - 76,000; Full time

Job summary

Bosma Enterprises in Indianapolis seeks an experienced IT support specialist to deliver tier-1/2 help desk services for on-site and remote users. You will diagnose hardware, software, identity, and network issues, guiding end-users with clear, professional solutions.

Ideal candidates hold an associates degree and 1–2 years in IT support, with certs like A+, Network+, and Modern Desktop. Expertise in Microsoft 365, Entra ID, Intune, Jamf, and remote tools is essential for success.

Qualifications

• Associate degree or equivalent in Computer Science/IT.
• 1–2 years hands-on tech support in hybrid/distributed environments.
• Preferred: A+, Network+, Modern Desktop Administrator, Google IT Support.
• Proficient with Windows 11/10, macOS; Microsoft 365; Entra ID/Azure AD; Google Workspace.
• Experience with MDM (Intune, Jamf); MFA workflows; remote support tools.

Responsibilities

• Provide first- and second-line support for local and remote users via chat, email, video call, and ticketing queues.
• Triage, categorize, prioritize, and process incoming tickets within SLAs.
• Perform remote desktop control and diagnostics for hardware, software, VPN, and network issues.
• Configure and deploy devices using cloud enrollment tools (Intune, Jamf).
• Conduct routine software updates, OS patching, and hardware maintenance.
• Maintain hardware/software inventories and manage returns/replacements.
• Assist onboarding/offboarding and access management in Microsoft 365/Entra ID.
• Support password resets, MFA setups, and identity verification.
• Troubleshoot local/network printer issues and Wi‑Fi connectivity.
• Document resolutions and contribute to internal Knowledge Base; support Bosma accessibility tools.

Skills

OS & hardware issue resolution

Printer issues troubleshooting

SaaS applications troubleshooting

Cloud-based ticketing tools

Remote desktop administration

Effective communication

Documentation & inventory tracking

Cross-department collaboration

Remote and on-site support flexibility

Education

Associate degree in Computer Science or IT

Certifications: A+, Network+, Modern Desktop Administrator, Google IT Support

Tools

Jira Service Management

Zendesk

ServiceNow

Freshdesk

Microsoft Intune

Jamf

Job description

Employees filling this position are required to work on-site at our Indianapolis, IN facility

Overall Responsibilities

Under general supervision, provide primary tier-1 and tier-2 technical support to all company staff across on-premises, hybrid, and remote environments. Diagnose, troubleshoot, and resolve hardware, software, identity, network, and SaaS application issues while guiding end-users through clear, professional solutions. Utilize modern IT Service Management (ITSM) ticketing tools, AI-assisted troubleshooting platforms, and remote administration tools to manage incoming requests efficiently. Assist System Administrators with cloud identity management, endpoint deployment, hardware inventory, and accessibility tools. Document issue resolutions in internal knowledge bases and support company accessibility and security initiatives.

Education and Experience

• Associate degree in Computer Science, Information Technology, or equivalent experience/certifications.
• 1-2 years of hands-on technical support experience in a hybrid or distributed workforce environment.
• CompTIA A+, CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, Google IT Support Professional Certificate, or equivalent certification preferred
• Technical proficiency in the following:
  • Operating Systems: Windows 11/10 and macOS.
  • Cloud & Enterprise Productivity Platforms: Microsoft 365 (Teams, SharePoint, Exchange Online, Entra ID / Azure AD), Google Workspace.
  • Device Management & Security: Mobile Device Management (MDM) platforms (e.g., Microsoft Intune, Jamf), basic cybersecurity hygiene, and Multi-Factor Authentication (MFA) workflows.
  • Mobile Support: iOS and Android corporate endpoint management.
  • Networking: Fundamentals of TCP/IP, Wi-Fi 6/mesh environments, VPNs, and basic network cabling/hardware.

Required Skills and Abilities

• Proficiency in diagnosing and resolving OS, hardware, printer, and SaaS application issues.
• Experience utilizing cloud-based ticketing systems (e.g., Jira Service Management, Zendesk, ServiceNow, Freshdesk).
• Comfort using AI-assisted support tools and automation to speed up problem resolution and ticket deflection.
• Knowledge of remote desktop administration, screen sharing, and remote support tools.
• Strong written and verbal communication skills; ability to explain technical concepts to non-technical users with empathy and patience.
• Capacity to collaborate across departments and maintain confidentiality of organizational data.
• Ability to prioritize tasks effectively in a fast-paced environment and work with minimal supervision.
• Detail-oriented with a strong commitment to documentation and inventory tracking.
• Adaptability to flexible support needs, including remote and on-site troubleshooting.

Job Duties and Responsibilities

• Provide first- and second-line technical support for local and remote users via chat, email, video call, and ticketing queues.
• Triage, categorize, prioritize, and process incoming tickets within standard Service Level Agreements (SLAs).
• Perform remote desktop control and diagnostics to solve hardware, software, VPN, and network access issues.
• Configure, provision, tag, and deploy user devices (laptops, desktops, mobile phones, tablets) using cloud enrollment tools (e.g., Microsoft Intune, Jamf).
• Perform routine software updates, OS patch management, and hardware maintenance.
• Maintain precise hardware/software inventory databases and process equipment returns or replacements.
• Support user onboarding, offboarding, account creation, and role-based access management within Microsoft 365 / Entra ID and SaaS tools.
• Assist users with password resets, MFA setups, and identity verification.
• Troubleshoot local and network printer issues, Wi-Fi connectivity, and local patch cabling/switches.
• Coordinate vendor maintenance and repairs for equipment under warranty or third-party service agreements.
• Document issue resolutions and maintain up-to-date internal Knowledge Base (KB) articles for both end-user self-service and team reference.
• Support and champion Bosma accessibility tools, assistive technologies, and organizational inclusion initiatives.
• Assist end-users with basic Salesforce (or modern CRM) reporting and account accessibility needs.
• Perform other IT-related duties and special project support as assigned.