IT Help Desk Representative

Job description

About the Role: IT Help Desk Representative We are seeking a proactive and customer-focused IT Help Desk Representative (Level 1) to join our technology team. This is an entry-level role ideal for someone beginning their IT career who enjoys troubleshooting, solving problems, thinking critically, and using modern tools, including cloud applications, automation and AI, to support our employees and clients and help keep our business running efficiently. Location: In-office Position at ASC’s Margate, FL Headquarters Key Responsibilities Provide first-line technical support for hardware, software, network, and account-related issues. Assist employees via phone, email, chat, and in-person, ensuring timely and professional resolutions. Support and troubleshoot servers, networking appliances, desktops/laptops, cloud and desktop applications, printers, and operating systems (Windows/macOS). Support employee onboarding including device setup, account creation, and access permissions. Handle direct client requests, providing excellent communication and customer service. Communicate with clients to identify issues and walk through solutions. Build and maintain new and existing client accounts within our cloud platform. Apply strong critical thinking, problem-solving, and efficiency to diagnose issues and deliver quick resolutions. Use knowledge bases, documentation, automation, and AI tools to help find answers and improve productivity. Maintain accurate ticket documentation and follow established processes. Assist with system updates, routine maintenance, inventory, and technology improvements. Collaborate with senior IT and Customer Support team members to resolve escalated issues and develop new skills. Qualifications Strong critical thinking, troubleshooting, and analytical abilities. Excellent written and verbal communication skills. Familiarity with Windows, macOS, and basic networking concepts (TCP/IP, DNS, DHCP). Ability to learn quickly, work efficiently, and utilize modern technology solutions and AI tools. CompTIA A+ certification (or currently pursuing). Coursework or experience in IT, Information Systems, Networking, or related fields. Experience with ticketing systems (Hubspot, Rippling, Zendesk, etc). Exposure to AWS or other cloud platforms. Experience with VoIP or phone systems (RingCentral, Zoom Phone, 8x8). Familiarity with Google Workspace. Prior customer service or help desk experience is a plus. Ready to embark on this rewarding journey? Apply now and become an essential part of our IT Team! Location: In-office Position at ASC’s Margate, FL Headquarters Open shifts: Full Time Compensation: Starting at $21.63/hr Benefit Highlights: Weekly Pay Paid Training Health/Dental/Vision & Term Life PTO (Start earning on day one) Employee Assistance Program (Free Training & Development Courses) Childcare Reimbursement up to $375 a month Gym membership reimbursement Company sponsored snacks Reward and Recognition platform 401k And More! For more than 50 years, Answering Service Care (ASC) has been a trusted live answering service for over 4,000 businesses nationwide. From law firms and contractors to medical offices, franchises, insurance agencies, and beyond, we deliver professional, reliable customer support across all industries. As a third-generation family business, ASC is built on a people-first culture centered around long-term relationships, with both clients and employees. Many of our team members and clients have been with us for more than 20 years, with nearly 200 employees across offices in Washington, New Jersey, North Carolina, and Florida! Why Join ASC? A people-first culture that values long-term relationships and career growth Industry-leading training across multiple fields Stability and advancement opportunities in a company that has thrived for 50+ years Our Mission To create seamless connections between businesses and their customers through tailored communication solutions that build lasting relationships and consistently exceed expectations. If you are passionate about helping others, have an appreciation for modern technology, and thrive in a fast-paced, professional environment, we would love to connect with you.