IT Support Associate

Dean Dorton; Cincinnati (OH); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Flexible work schedules

Unlimited PTO

Paid family leave

Retirement benefits

Telemedicine & wellness

Job summary

Dean Dorton is seeking an IT Support Associate to be the first point of contact for client technology support. You will triage tickets, resolve routine issues, and collaborate with the tech team to ensure timely resolutions.

This role is ideal for an early-career professional who is client-focused and detail-oriented. Responsibilities include documenting solutions, assisting with user accounts, and contributing to internal knowledge bases.

Qualifications

• Bachelor’s degree in IT or related field or equivalent experience.
• Internship/part-time/help desk experience is a plus.
• Strong verbal and written communication skills required.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple requests in a fast-paced environment.
• Willingness to learn new technologies and pursue certifications.

Responsibilities

• Handle incoming IT support requests and triage tickets.
• Provide basic resolution for routine issues and document steps taken.
• Escalate complex incidents with clear context to senior teammates.
• Maintain thorough notes in each ticket for transparency.
• Assist with user account management and access requests.

Skills

Strong communication

Multitasking

Customer service

Detail-oriented

Education

Bachelor's degree in IT/CS

Tools

Microsoft 365

ConnectWise

ServiceNow

Office Suite

Job description

About Dean Dorton

Dean Dorton is a leading professional services firm spanning certified public accounting, business advisory, and technology solutions. We are your partners in redefining success through innovation and data-driven strategies. Our experts provide an integrated suite of audit, tax, business management, consulting and technology solutions to companies both domestic and international. We help our clients strategize, adapt, and change in every stage of business, from startup and growth to succession planning and everything in between.

Our core values guide how we work, lead, and support one another every day. They are:

• Integrity - We do the right thing, integrity guides our decisions.
• Relationships - We value people, relationships drive our impact.
• Collaboration - We win as one team, collaboration fuels our success.
• Growth - We stay curious, growth is our mindset.

About the Team

Dean Dorton’s Infrastructure & Managed Services team provides comprehensive technology support and infrastructure management for clients across diverse industries. Acting as a true IT partner, we deliver secure, scalable, and strategic solutions that align with each client’s operational goals. From day-to-day support to long-term planning, we help businesses operate more efficiently and confidently through reliable, best-in-class technology services.

About the Role

The IT Support Associate serves as the first point of contact for client technology support requests, playing a key role in resolving routine technical issues and maintaining service excellence. This role manages the intake and triage of support tickets while collaborating with the broader technology team to ensure timely, effective resolution. It’s an ideal position for an early-career professional who is client-focused, detail-oriented, and eager to build a foundation in IT within a professional services environment.

Essential Duties & Responsibilities

The essential duties & responsibilities of the IT Support Associate role are outlined below in correlation with Dean Dorton’s performance management impact areas.

Technical

Definition: your specialized knowledge & expertise associated with the work you perform for/with clients (note: clients may be internal to Dean Dorton).

• Monitor and manage incoming support requests through the ticketing system, ensuring prompt acknowledgment and response.
• Perform initial triage, categorization, and resolution of routine technical issues.
• Escalate complex or high-priority incidents to appropriate team members with clear documentation.
• Maintain accurate and detailed notes within tickets to ensure effective communication and tracking.
• Troubleshoot common technical issues related to Microsoft 365, Windows operating systems, networking, and endpoint security.
• Assist with user account management, password resets, and system access requests.
• Contribute to improving support processes by documenting solutions and recurring issues.

Behavioral

Definition: the behaviors associated with performing your job (interpersonal skills).

• Deliver responsive, professional, and courteous communication in all client interactions.
• Provide timely updates and follow-through on open support tickets.
• Maintain a client-first mindset, ensuring a high standard of service and satisfaction.
• Prioritize and manage multiple requests effectively in a fast-paced, team-oriented environment.
• Participate in team meetings, training sessions, and performance discussions.
• Demonstrate reliability, accountability, and enthusiasm for continuous improvement.

Non-Charge

Definition: the contribution you make to Dean Dorton outside of client work.

• Contribute to the internal knowledge base by documenting processes, solutions, and best practices.
• Support team onboarding by assisting with documentation and training materials.
• Stay informed on emerging tools, technologies, and IT support trends.
• Participate in internal training programs and certification pathways to enhance technical expertise.
• Demonstrate Dean Dorton’s values by promoting teamwork, professionalism, and service excellence.

Experience & Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent coursework/experience).
• Internship, part-time, or help desk experience preferred.
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple requests with professionalism and efficiency.
• Eagerness to learn and apply new technologies in a client-focused environment.
• Experience with endpoint security, user account management, and ITSM/ticketing systems.
• Interest in pursuing industry certifications (CompTIA A+, Microsoft, ITIL) preferred.

Software & Tools

• Microsoft 365
• Remote access and support platforms
• Ticketing and IT Service Management (ITSM) systems (e.g., ConnectWise, ServiceNow)
• Microsoft Office Suite (Excel, Word, Outlook, Teams)

The Fun Stuff

Work isn’t all work! We want to make your experience at Dean Dorton a great one. From your health and happiness to your long-term satisfaction, we focus on YOU! A few highlights are listed below:

• Flexible work schedules and environment
• Unlimited Paid Time Off (PTO)
• Paid family leave, medical leave, and maternity/paternity leave programs
• Retirement benefits, including a best-in-class employer match and automatic profit sharing.
• Telemedicine, mental health resources and wellness program reimbursement

Dean Dorton is an Equal Opportunity Employer. We’re committed to growing and empowering an inclusive community within Dean Dorton and our industry which is why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives across our organization. We encourage you to apply for our available positions, even if you don't necessarily check every box on the description.