IT Support Associate

Advita Ortho; Gainesville (FL); On-site; USD 42,000 - 60,000; Full time

Job summary

Advita Ortho is seeking an IT Support Associate in Gainesville, FL to be the first point of contact for end users. You will resolve routine technical issues, support Windows/M365, manage devices, and document actions in the ITSM system.

The role requires 0–2 years in IT support, an Associate’s degree or equivalent, and basic AD knowledge. You will join a team that emphasizes service quality, onboarding/offboarding support, and strong customer communication.

Qualifications

• Associate’s degree or equivalent required; Bachelor’s preferred.
• 0–2 years of IT support or service desk experience.
• Experience with Windows operating systems and M365 preferred; basic AD knowledge.

Responsibilities

• Respond to service requests and incidents in accordance with SLAs.
• Troubleshoot and resolve routine hardware, software, and access issues.
• Escalate unresolved or complex issues to appropriate support levels.
• Install, configure, and maintain end-user devices and peripherals.
• Support standard business applications, including M365 and collaboration tools.
• Document all activities and resolutions in the ITSM platform.
• Assist with onboarding/offboarding, including account setup and equipment provisioning.
• Provide basic end-user guidance and training as needed.
• Support conference room technology and audio/visual equipment.
• Follow established processes, procedures, and security protocols.
• Contribute to knowledge base with common issues and solutions.
• Build positive relationships with end users through responsive service.

Skills

Excellent customer service

Communication skills

Follow processes

Organizational skills

Team player

Education

Associate’s Degree or equivalent

Bachelor’s degree preferred

Tools

Windows OS

Microsoft 365 (M365)

Active Directory basics

Job description

IT Support Associate

Department: Information Technology

Employment Type: Full Time

Location: Gainesville, FL

Reporting To: Senior Manager Global IT Service

Description

Serves as the first point of contact for IT support, providing timely resolution of routine technical issues and ensuring a consistent, high-quality end-user experience.

Key Responsibilities

• Respond to service requests and incidents in accordance with established SLAs.
• Troubleshoot and resolve routine hardware, software, and access-related issues.
• Escalate unresolved or complex issues to appropriate support levels.
• Install, configure, and maintain end-user devices and peripherals.
• Support standard business applications, including M365 and collaboration tools.
• Document all activities and resolutions within the ITSM platform.
• Assist with onboarding/offboarding activities, including account setup and equipment provisioning.
• Provide basic end-user guidance and training as needed.
• Support conference room technology and audio/visual equipment.
• Follow established processes, procedures, and security protocols.
• Contribute to knowledge base documentation by capturing common issues and solutions.
• Build positive relationships with end users through responsive and professional service.

Skills, Knowledge and Experience

Education:

• Associate’s Degree or equivalent work experience required; Bachelor’s preferred

Experience:

• 0–2 years of experience in IT support or service desk environment
• Experience with Windows operating systems and M365 preferred
• Basic knowledge of Active Directory preferred

Functional/Technical Knowledge, Skills and Abilities Required:

• Strong customer service and communication skills
• Ability to follow defined processes and procedures
• Basic troubleshooting and problem-solving ability
• Strong organizational skills and attention to detail