IT Service Associate

Dallas, TX, US • Posted 1 day ago • Updated 3 hours ago

Full Time

On-site

Cetera Financial Group, Inc.

Fitment

Dice Job Match Score™

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Job Details

Skills

Reporting
Customer Support
Workflow
Escalation Management
Issue Resolution
Onboarding
Business Systems
Distribution
Inventory
Effective Communication
Knowledge Base
User Guides
Collaboration
Conflict Resolution
Problem Solving
Communication
Customer Service
Operating Systems
Organizational Skills
Management
Documentation
MSP
Technical Support
IT Operations
Provisioning
Business Software
Service Desk
IT Service Management
ITIL

Summary

Job Description

The IT Service Associate plays a key role in delivering a reliable, seamless technology experience for employees across the organization. Reporting to the IT Manager, this position serves as the primary internal point of contact for end?user technology support, overseeing day?to?day administration of the end?user technology environment and partnering closely with our Managed Service Provider (MSP) to ensure timely and effective issue resolution.

This role is well?suited for a service?oriented professional who thrives in a collaborative, fast?paced environment and excels at problem?solving and customer support-without requiring deep technical specialization. The IT Service Associate supports the operational health of the technology ecosystem through user provisioning, device and access administration, workflow assistance, and proactive escalation management, helping ensure consistent, high?quality technology experiences for employees.

What you will do:

Serve as the internal first point of contact for employee technology needs, ensuring employees never have to navigate the MSP relationship independently.
Gather relevant context, provide initial troubleshooting, and escalate issues appropriately to the MSP while maintaining visibility into progress and resolution.
Track, validate, and confirm issue resolution with employees to ensure a consistent, high?quality service experience.
Manage user onboarding and offboarding, including account creation, permissions, and access configurations across business systems.
Support the full device lifecycle, including setup, configuration, distribution, replacement, and returns.
Maintain accurate inventory records for end?user devices, accessories, and software entitlements.
Provide support for business applications and tools across the firm, assisting employees with navigation, process clarification, and application?level issues.
Partner with the Technology Solutions team to identify recurring issues and recommend operational improvements.
Serve as the firm's liaison to the Managed Service Provider (MSP) for technical issues, access changes, and support requests.
Monitor open tickets, follow up on SLAs, and escalate gaps or delays to the IT Manager as needed.
Ensure clear and effective communication between end users, the MSP, and internal technology teams.
Assist the IT Manager in implementing operational standards, support processes, and documentation.
Maintain and update internal knowledge base articles and end?user guides.
Support proactive maintenance activities, monitoring routines, and operational checklists to reduce avoidable issues.

What you need to have:

1-3 years of experience in technology support, service coordination, or IT operations, including internships or hybrid roles.
Strong problem?solving skills with the ability to gather context, communicate clearly, and ensure issues are resolved, even when handled by an external support provider.
Excellent communication and interpersonal skills, with the ability to support employees at all levels of the organization.
A high degree of empathy and a customer?service mindset, with a genuine interest in helping others get unstuck.
A foundational understanding of common operating systems, business applications, and device administration.
Strong organizational skills with the ability to manage multiple requests while maintaining clear and accurate documentation.
Professionalism, discretion, and reliability when handling sensitive information.

What is nice to have:

Experience coordinating with a Managed Service Provider (MSP) or external IT support partner.
Exposure to IT operations environments, including user provisioning processes and business application support.
Familiarity with service desk concepts or frameworks such as ITSM or ITIL.
Interest in pursuing certifications or growing into more advanced technical or operational technology roles.

Travel Requirements: None at this time

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: RTX1a6d2c
Position Id: 6170
Posted 1 day ago

Company Info

About Cetera Financial Group, Inc.

Advancing What's Next

Cetera Financial Group, Inc. is transforming how advisors guide individuals and families to achieve financial well-being at every stage of their lives.

We’re enablers. Mentors. Dream builders. Our purpose is to turn financial aspirations into reality. Within our community lies a vibrant wellspring of growth and opportunity for financial professionals, financial institutions, and individual investors alike. As a premier financial services firm, we don’t just deliver financial technology, bespoke guidance, research and market intelligence, and collaborative client-service platforms. We build environments where ideas thrive, connections flourish, and ambitions become remarkable achievements. Driven to deliver unwavering support and innovative solutions to help people live their purpose, we empower each other and the communities around us to bring a stronger tomorrow to life.

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