Helpdesk Support

Avanciers 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