Helpdesk

Avancies are seeking a Process Associate – Technical Helpdesk to provide advanced technical support in a fast-paced, high-pressure environment. The ideal candidate will have strong hands-on experience supporting PCs, mobile devices, operating systems, and LAN environments, with a strong focus on customer experience and first-contact resolution.

This role requires on-site, in-person support five days a week at either the Franklin or Downtown campus.

Primary Duties & Responsibilities

• Provide advanced technical support for PCs, mobile devices, hardware, software, operating systems, and LAN environments

• Deliver omni-channel technical support for Home Office users while managing multiple simultaneous requests

• Provide on-site support at Franklin or Downtown campus locations

• Act as backup support for the TSC AV team as needed

• Perform deep issue analysis and resolve escalations from Level 1 support

• Use advanced tools and technical expertise to achieve first-touch resolution whenever possible

• Serve as a subject matter expert and mentor to junior team members

• Provide technical training, coaching, and consultation to users and staff

• Participate in project consultations, representing the Technology Service Center during implementations and rollouts

• Support kick-off meetings and assist with AV setup in supported spaces

• Collaborate with project and N-tier support teams to troubleshoot deployments and implementations

• Document incidents clearly and accurately in ticketing systems

• Proactively contribute ideas to improve processes, services, and overall client experience

• Effectively manage escalations while setting appropriate expectations with clients

Required Qualifications

• High School Diploma or equivalent

• Minimum 2+ years of technical help desk or in-person IT support experience

• Strong knowledge of computer and mobile hardware/software troubleshooting

• Proficiency with technical support tools and ticketing systems

• Excellent verbal and written communication skills with a strong customer-service mindset

• Strong analytical, problem-solving, and decision-making abilities

• Ability to work independently with high initiative and motivation

• Strong attention to detail, especially in documentation

• Proven ability to handle escalations and resolve complex technical issues

• Experience mentoring or training others is a plus