IT service associate - help desk support

- Act as the primary internal contact for employee technology inquiries, ensuring employees dont handle MSP relationships alone - Collect relevant information, conduct initial troubleshooting, and appropriately escalate issues to the MSP while tracking progress - Monitor, validate, and confirm issue resolution with employees to maintain a consistent, high-quality service experience - Oversee user onboarding and offboarding, managing account setup, permissions, and access configurations for business systems - Support the entire device lifecycle, from setup and configuration to distribution, replacement, and returns - Keep accurate inventory records for end-user devices, accessories, and software entitlements - Provide assistance with business applications and tools, guiding employees through navigation and process clarification - Collaborate with the Technology Solutions team to identify repetitive issues and suggest operational enhancements - Serve as the liaison between the organization and the Managed Service Provider (MSP) for technical problems and support requests - Monitor open tickets, track SLAs, and escalate any delays or gaps to the IT Manager as required - Ensure effective communication between end users, the MSP, and internal technology teams - Assist the IT Manager in establishing operational standards, support processes, and documentation - Maintain and refresh internal knowledge base articles and end-user guides - Support proactive maintenance initiatives, monitoring tasks, and operational checklists to minimize preventable issues