IT Support Associate

What You Will Do 

Service Desk & User Support 

• Act as the first point of contact for technical assistance through the approved ticketing channels, remote support, and in-person support. 

• Log, categorize, prioritize, and update incidents and service requests with clear troubleshooting notes and the correct resolution or escalation path. 

• Diagnose and resolve common hardware, software, connectivity, access, and collaboration-tool issues using structured questioning and documented procedures. 

• Own tickets through closure, keep users informed, and escalate complex, high-impact, security-related, or ageing issues to the appropriate team. 

• Work within defined service targets and proactively raise SLA or user-impact risks to the IT Manager. 

Endpoint & Identity Operations 

• Prepare, configure, deploy, collect, and refresh Windows and macOS endpoints, mobile devices, and standard peripherals. 

• Perform approved user lifecycle tasks in Microsoft Entra ID and related systems, including account updates, group or license requests, password support, and MFA reset, following access-control procedures. 

• Support endpoint management and security controls through Microsoft Intune and/or JAMF, including enrolment, policy compliance, encryption checks, patching coordination, and standard application deployment. 

• Troubleshoot basic office network, Wi-Fi, VPN, DNS, DHCP, and TCP/IP issues; escalate infrastructure issues with complete diagnostics. 

• Support onboarding, transfers, and offboarding by completing assigned tasks accurately and within agreed timelines. 

Software, Collaboration Tools & Security 

• Install, configure, and troubleshoot approved business applications and Microsoft 365 services, including Outlook, Teams, SharePoint, and OneDrive. 

• Provide basic support for approved AI productivity tools, focusing on access, client configuration, and user guidance within company policy; escalating privacy, security, or data-handling concerns. 

• Recognize and promptly escalate suspected phishing, malware, data-loss, or other security events; do not independently administer email security controls unless specifically authorized. 

• Assist senior team members with pilots, rollouts, endpoint changes, and user communications for new tools or processes. 

Asset Records, Knowledge & Continuous Improvement 

• Complete assigned asset-management activities such as tagging, stock checks, assignment and return records, and reconciliation of device and software data under the direction of the process owner. 

• Create or update ticket notes, knowledge articles, FAQs, and work instructions using approved templates; obtain review for new or materially changed procedures. 

• Identify recurring issues, knowledge gaps, and opportunities to improve employee support experience. 

• Collaborate with regional and global IT teams and external support partners to resolve issues and deliver a consistent service. 
  

What You Bring 

Required 

• 2-3 years of hands-on experience in an IT service desk, desktop support, or end-user computing role. 

• Practical support experience with Windows and macOS devices, common peripherals, and remote-support tools. 

• Working knowledge of Microsoft 365, Microsoft Entra ID, endpoint management concepts, and account or access support. 

• Experience using an ITSM platform such as Jira Service Management, ServiceNow, Freshservice, or a comparable tool. 

• Foundational knowledge of endpoint security, phishing awareness, encryption, patching, MFA, and least-privilege practices. 

• Clear written and spoken English, professional user communication, and the ability to explain technical steps in simple terms. 

• Strong troubleshooting, prioritization, follow-through, attention to detail, and willingness to learn. 

Preferred 

• Experience supporting a hybrid workforce and collaborating with distributed or global IT teams. 

• Hands-on exposure to Microsoft Intune and/or JAMF. 

• Basic familiarity with approved AI productivity tools such as Microsoft Copilot, Google Gemini, or Claude. 

• Basic Linux awareness is helpful only where the supported environment requires it; it is not a core requirement for this role. 

How Success Will Be Measured 

Performance will be assessed against the team’s established service targets and operating procedures, with emphasis on: 

• Timely response, accurate prioritization, and appropriate escalation of support requests. 

• Quality and completeness of ticket notes, asset records, and knowledge updates. 

• Reliable completion of onboarding, offboarding, endpoint, and access-related tasks. 

• Positive, professional user communication and consistent ownership through resolution. 

• Adherence to security, privacy, access control, and change management requirements. 

• Contribution to team learning, recurring-issue reduction, and service improvement. 
  
  

Why Work for Material? 

In addition to fulfilling, high-impact work, company culture and benefits are integral to determining whether a role is the right fit. Here is a little about who we are and what we value. 

Who We Are & What We Care About 

• Material is a global company that works with leading brands worldwide. We also create and launch new brands and products, placing innovation and value creation at the center of our practice. 

• Our clients span organizations across technology, retail, transportation, finance, and healthcare. Employees collaborate with talented colleagues across the company, the country, and the world. 

• We prize inclusion and interconnectedness. We amplify our impact through the people, perspectives, and expertise we engage in our work. 

• We are a learning-oriented, outcomes-focused community that creates experiences that matter, generates new value, and makes a difference in people’s lives.