Job Description
Job DescriptionAbout Dean DortonDean Dorton’s team makes up one of the largest advisory firms in the United States. We thrive when you thrive! We are here to help you succeed in every step of your development and career as you work with nationally recognized experts in a recognized best place to work.About the Role:Dean Dorton has an exciting opportunity for an entry-level technology professional to join our Internal IT Services team. The Technology Associate is a first-level IT support role, responsible for assisting end users with a range of hardware, software, and network troubleshooting issues. This position is ideal for individuals who are passionate about delivering high-quality customer service and beginning their career in technology.Essential Duties and Responsibilities:
- Serve as the first point of contact for end users seeking technical assistance via phone, email, or service portal
- Provide white-glove customer service through professional communication and timely follow-up
- Monitor and respond to service desk tickets using the ticket management platform
- Efficiently gather, document, and organize technical information related to reported issues
- Triage, troubleshoot, and escalate service desk tickets based on issue type and complexity
- Perform remote diagnostics using appropriate tools and questioning techniques
- Guide end users through issue resolution using step-by-step support
- Use knowledge base articles and support resources to investigate and resolve issues
- Serve as a liaison between end users and the technical escalation team
Experience & Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field
- Prior experience in a helpdesk or technical support role is a plus
- Hands-on or virtual lab coursework, self-study, or progress toward technical certifications is preferred
Essential Skills:
- Strong verbal and written communication skills
- Excellent attention to detail and a drive for accuracy
- Proficient analytical and problem-solving abilities
- Ability to multitask and manage competing priorities effectively
- Customer service mindset with a focus on user satisfaction
Travel:Minimal travel may be required between Dean Dorton offices This job description is intended to describe the general nature and level of work being performed by team members assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Additionally, responsibilities and duties may vary depending on business needs and individual circumstances. Dean Dorton is an equal opportunity employer.