Job Title: Help Desk Associate Location: Knoxville, TN (Onsite) Contract Type: 1-Year Contract Pay Rate: $40–$45/hour (W2 or 1099) Work Authorization: Must be a U.S. Citizen Schedule: Full-Time, Office/Project-Based Position Overview The Help Desk Associate provides first-line technical support and local IT services to internal users. This role supports IT infrastructure, applications, network, collaboration tools, and end-user devices. The position is hands-on, supporting both help desk operations and deskside/local infrastructure services in an onsite office environment. Key Responsibilities Help Desk Operations Provide 24x7 first-line support for IT services to internal users Respond to and resolve IT requests and incidents following standard operating procedures Troubleshoot end-user issues related to applications, hardware, network, and collaboration tools Document incidents, resolutions, and procedures accurately Provide feedback to improve processes, work instructions, and support documentation Assist with the rollout of new technologies, services, and security remediations Local Infrastructure / Deskside Support Deploy and support end-user hardware and IT services onsite Diagnose and resolve hardware, software, and local infrastructure issues Maintain and troubleshoot desktops, laptops, peripherals, and video conferencing equipment Support local network and collaboration services Improve incident resolution times and customer service standards Participate in technology refreshes, upgrades, and security initiatives IT Service Management Support Assist with day-to-day IT Service Management processes aligned with industry standards Help document procedures, data requirements, metrics, and reporting Support operational efficiency and adherence to IT policies and processes Mobility & Wireless Support Configure, deploy, and support mobile and wireless devices (cell phones, tablets, broadband, enterprise mobility tools) Diagnose and resolve mobility-related issues Support rollout of new mobility and wireless technologies Qualifications Experience providing IT help desk and deskside support in an enterprise environment Strong troubleshooting skills across hardware, software, and network-related issues Familiarity with IT service management practices and ticketing systems Experience supporting mobile and wireless devices Ability to follow documented procedures and contribute to process improvement Strong communication and customer service skills Must be a U.S. Citizen Additional Information Onsite role based in Knoxville, TN One-year contract with hourly compensation W2 or 1099 engagement options available