IT Help Desk Support Associate — Entry-Level

The Opportunity

*** We will offer an extensive, unpaid pre-employment training lasting 17 weeks. This training will result in industry recognized certification(s), ITSM job simulation, and professional skills training. Completion of this training is a prerequisite for job placement ***

As an IT Help Desk Support Associate, you will serve as an initial point of contact for employees who need assistance with accounts, applications, and connectivity. This position is ideal for someone who enjoys solving problems, communicating clearly, and learning through hands-on experience.

What You Will Be Accountable For

• Responding to support requests by phone, email, and the ticketing system.
• Troubleshooting common issues with email, software, passwords, and remote access.
• Guiding users through troubleshooting steps in clear, easy-to-follow language.
• Assisting with account setup, password resets, and access requests under established procedures.
• Recording symptoms, troubleshooting steps, and resolutions in support tickets.
• Escalating unresolved issues with the information needed for further investigation.
• Keeping users informed about the status of their tickets.
• Contributing helpful instructions and solutions to the support knowledge base.

What You Need to Have Knowledge Of

• Basic Windows navigation, settings, and troubleshooting.
• Common productivity applications, including Microsoft Office or Microsoft 365.
• General concepts related to Wi-Fi, internet connectivity, and remote access.
• Basic account security, password practices, and phishing awareness.
• Customer service and professional written and verbal communication.
• A logical approach to troubleshooting and a willingness to learn.

About XA Systems

XA Systems helps organizations support their people and technology through practical IT solutions. We value clear communication, dependable service, and a willingness to learn. Our entry-level opportunities welcome people beginning their technology careers, including those transitioning from customer service, retail, hospitality, and other fields. We look for curious problem-solvers who enjoy helping others and want to build technical skills through hands-on experience. Join a team focused on resolving everyday technology challenges and keeping businesses connected and productive.

Pay: $18.00 - $22.00 per hour

Expected hours: 40.0 per week

Application Question(s):

• What is your home address ZIP CODE?

Work Location: Hybrid remote in Columbus, OH (Franklin County)