Position Title: Junior IT Associate

Location: 26 Bay Road, St. James, Port of Spain, 16 Orange Grove Rd, Tacarigua (Trintoplan Compound), 14- 16 Turney Street, San Fernando

Employment Type: Full-Time, Hybrid

Role Overview:

The Junior IT Associate provides on-site Level 1 helpdesk support for hardware and

application issues, answering service desk calls, and ensures accurate ticket logging

and timely escalation.

This role requires prior helpdesk exposure, solid Windows knowledge, and the ability to

troubleshoot and resolve Level 1 application and user environment issues without

constant supervision.

Key Responsibilities:

1. Level 1 Incident & Request Resolution

• Resolve Level 1 incidents and service requests involving: Windows 10/11, Microsoft 365 applications (Outlook, Teams, Excel, Word), common desktop and line-of-business applications
• Install, configure, and troubleshoot applications at Level 1: Application installs and updates, user profile and configuration issues, as well as common error messages and performance issues

2. On-Site and Remote User Support

• Provide in-person support for: Laptops, peripherals, and docking stations, printers and basic network connectivity, user workstation setup and testing
• Support onboarding activities by ensuring devices and applications are ready for Day 1.
• Provide remote support when required, including: answering service desk calls and chats, handling tickets via approved channels, and act as a flexible resource supporting overall service desk coverage.

3. Ticket Management & Escalation

• Log, categorise, and update all tickets accurately in the service desk system.
• Escalate issues appropriately when: Administrative access is required, Client IT involvement is needed, or when the issue exceeds Level 1 scope

4. Asset & Device Support

• Assist with laptop deployments and swaps, peripheral replacements, asset tagging and inventory updates
• Identify recurring issues and report them to the Service Desk Coordinator.

5. Process & Quality

• Follow documented procedures and escalation paths.
• Contribute to knowledge base articles for common fixes.
• Maintain professional customer service standards at all times.

Required Experience & Skills

Experience (Essential)

• 1–2 years’ experience in a helpdesk or IT support role

• Demonstrated experience resolving Level 1 incidents independently

Technical Skills (Essential)

• Strong working knowledge of: Windows 10/11 troubleshooting and Microsoft 365 user applications

• Ability to: Install and troubleshoot applications, diagnose basic access, profile, and device issues and apply structured troubleshooting methods

Education Requirements (Required)

• Diploma or Associate Degree in Information Technology, Computer Science or Information Systems OR relevant technical certification with equivalent experience

Preferred / Advantageous

• CompTIA A+ or equivalent

• Microsoft Fundamentals certifications

• Ongoing study toward higher IT qualifications

Soft Skills

• Strong customer service orientation

• Clear communication

• Good time management and prioritisation

• Willingness to learn and develop technical skills

Why Join Us?

• Be part of a collaborative IT team focused on operational excellence.
• Competitive compensation, benefits, and opportunities for professional development.
• Hybrid work environment promoting flexibility and work-life balance.