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It Service Desk Associate Jobs (NOW HIRING)

Astrolab

IT Service Desk Manager

Hawthorne, CA

$130K - $150K/yr

Provide guidance to junior IT staff and service desk personnel * Act as an escalation point for complex technical issues * Foster a customer-focused IT culture What you'll bring: * 10+ years of ...

Astrolab

IT Service Desk Manager

Hawthorne, CA

Provide guidance to junior IT staff and service desk personnel * Act as an escalation point for complex technical issues * Foster a customer-focused IT culture * 10+ years of experience in ...

Kemin

IT Service Desk Manager

Des Moines, IA · On-site

Overview Kemin is seeking an IT Service Desk Manager to join our team in Des Moines, Iowa. This individual will play a strategic role in leading the service desk team, enhancing service delivery, and ...

Kemin

IT Service Desk Manager

Des Moines, IA

Kemin is seeking an IT Service Desk Manager to join our team in Des Moines, Iowa. This individual will play a strategic role in leading the service desk team, enhancing service delivery, and driving ...

TERRACON

IT Service Desk Support Staff I

Olathe, KS · On-site

Associate's degree in Information Systems or related field preferred. * Experience with Microsoft ... Open and/or close work orders (via IT Service Desk software) on each call received. * Escalate ...

Pillen Family Farms

IT Service Desk

Columbus, NE · On-site

... service inquiries. * Deliver and set up technology equipment including computers, printers and ... Requirements: * Associates Degree * 2 Years Customer Support Experience Preferred * 2 Years IT ...

NOCO

Temporary IT Service Desk Technician

Tonawanda, NY · On-site

$24 - $28/hr

Position: Temporary IT Service Desk Technician Status: Temporary/Full-time Location: Tonawanda, NY ... Team player able to work with associates at all levels. * Prolonged periods sitting at a desk and ...

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How much do it service desk associate jobs pay per hour?

As of Jul 4, 2026, the average hourly pay for it service desk associate in the United States is $20.27, according to ZipRecruiter salary data. Most workers in this role earn between $14.66 and $23.80 per hour, depending on experience, location, and employer.

What are some common challenges IT Service Desk Associates face when supporting end users, and how are these typically addressed?

IT Service Desk Associates often encounter challenges such as troubleshooting diverse technical issues, managing high ticket volumes, and communicating complex solutions to non-technical users. To address these, many organizations provide comprehensive knowledge bases, regular training, and escalation protocols to ensure associates have the resources needed to resolve issues efficiently. Strong collaboration with other IT teams is also encouraged to share expertise and provide seamless support for more complex incidents.

What is an IT Service Desk Associate?

An IT Service Desk Associate is a professional who provides technical support and assistance to users experiencing issues with their computer systems, software, or network. They act as the first point of contact for troubleshooting IT problems, answering queries, and resolving technical incidents either remotely or in person. Their responsibilities often include logging service requests, diagnosing problems, and escalating complex issues to higher-level IT staff when necessary. Effective communication and problem-solving skills are crucial for this role, as they help ensure minimal disruption to business operations.

What are the key skills and qualifications needed to thrive as an IT Service Desk Associate, and why are they important?

To thrive as an IT Service Desk Associate, you need strong troubleshooting abilities, basic networking and hardware knowledge, and typically a certification such as CompTIA A+ or equivalent experience. Familiarity with ticketing systems like ServiceNow, remote desktop tools, and standard operating systems is essential. Excellent communication, patience, and customer service skills help you resolve issues efficiently and maintain user satisfaction. These abilities are crucial for ensuring prompt technical support, minimizing downtime, and fostering positive user experiences.

What is the difference between It Service Desk Associate vs Help Desk Technician?

AspectIt Service Desk AssociateHelp Desk Technician
CertificationsCompTIA A+, ITIL FoundationCompTIA A+, HDI Support Center Analyst
Work EnvironmentCorporate IT support, remote or on-siteHelp desk, call centers, remote support
Industry UsageIT departments across various industriesIT support services, tech companies, MSPs

The It Service Desk Associate and Help Desk Technician roles share similar certifications and work environments, focusing on providing technical support to end-users. While both roles involve troubleshooting hardware and software issues, the Service Desk Associate often handles more complex tickets and may assist with IT asset management, whereas Help Desk Technicians typically focus on initial support and issue resolution. Both positions are essential in IT support teams and are frequently searched for by candidates seeking entry-level IT support roles.

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It Service Desk Associate jobs near you
IT Service Desk Manager (FTE)

IT Service Desk Manager (FTE)

Adeptsource

Redwood City, CA • On-site

Full-time

This job post has expired today. Applications are no longer accepted.

Job description

Title: IT Service Desk Manager
Location: Redwood City, CA (onsite)
Type: Full-time Permanent (competitive salary + bonus and equity)
*Ideal candidate will have previous service desk management experience in the Life Sciences, Biotech or Pharmaceutical industry.
Overview:
The IT Service Desk Manager's role is to oversee all Service Desk staff and ensure that end users (approx. 400+) are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Service Desk Manager is also responsible for planning, designing, and analyzing the organization's service desk according to best practices, like the Information Technology Infrastructure Library (ITIL), while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
Responsibilities:
  • Responsible for management, prioritization and dispatch of incoming calls to the Service Desk via telephone, e-mail, chat to ensure courteous, timely and effective resolution of end user issues. Ensure compliance with Service Level Agreement (SLA).
  • Use best practices in the delivery of technical support such as: Average Speed to Answer, First Call Resolution, CSAT, and support metrics tracking and reporting.
  • Develop and enforce request handling and escalation policies and procedures.
  • Track and analyze trends in Service Desk requests and generate statistical reports.
  • Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring.
  • Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
  • Oversee development and communication of help sheets, usage guides and FAQs for end users. Send User Communications when there are planned and unplanned outages.
  • Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
  • Oversee the development, implementation and administration of service desk staff training procedures and policies. Develop and maintain knowledge base articles (KBA).
  • Motivate support team through performance coaching and training objectives Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
  • Monitor incident trends and anticipate potential problems for proactive resolution.
  • Manage Operational budget and related purchasing tasks.
  • Ensure appropriate training initiatives for new and existing staff.

Requirements:
  • 7 years of experience and 3 years of Management experience
  • Extensive application support experience with various modules of ServiceNow & Office 365
  • Extensive knowledge of computer hardware, including PCs and Macs.
  • Working knowledge of a range of diagnostic utilities and remote tools.
  • Experience with desktop and server operating systems, including latest Windows and Mac OS.
  • Familiarity with the advanced principles of ITIL. ITIL certification preferred
  • Proven track record of developing and providing SLAs and Service Desk deliverables.
  • Demonstrated progressive experience in the management of a technical support team.
  • Experience leading a Service desk team is mandatory.

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