Help Desk Associate

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Job Type

Full-time

Description

Building Automation Products, Inc (BAPI) is a company that promotes work life balance. BAPI is a family owned business with a global presence.

Position Summary: The IT Help Desk Associate adds value to BAPI and the IT/IS Team by being the first point of contact for BAPI Teammates to provide technical support and assistance to resolve computer problems related to software and hardware issues. The Help Desk Associate will troubleshoot and solve problems related to BAPI's hardware, internal computer network and network connectivity. The IT Help Desk Associate will maintain and setup equipment, monitor, assign, and resolve help desk tickets.

Benefits: Relocation reimbursement, full benefits which include Health, dental, vision, PTO, 8 paid holidays, 401k match and 100% vested at 90 days and more.

IT Help Desk Associate Principle Responsibilities:

Monitor, Assign and Resolve Help Desk Tickets:

• Monitor and assign tickets to others as applicable
• Trouble shoot hardware issues including but not limited to scanners, tablets, printers, and laptops and connectivity issues
• Receive and respond to incoming calls, or e-mails, regarding network operations and/or problems

Serve as the first point of contact for employees (customer) seeking technical assistance over the phone, via email, video or other electronic means

• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

IT Onboarding and Off-boarding for employees

• Onboard employees IT network, software and hardware needs to assure they have proper access and equipment.
• Set up new employees with appropriate access, which includes but not limited to email, software, telephone, network access.
• Off-board employees to remove access to network, software and employees assigned hardware is identified so employee's manager or HR can obtain proper equipment.

Maintaining and setup of equipment and workstations

• Telecommunication configuration, maintenance, and troubleshooting
• Service equipment which includes but not limited to cleaning computers, resetting equipment for deployment
• Update and maintain IT inventory management system
• Set up new workstations/terminals

Maintains industry knowledge by attending educational workshops or classes; reviewing related publications; establishing networks.

Contributes to team effort by accomplishing related results as needed, including special projects and tasks as delegated supervisor.

Requirements

IT Help Desk Associate Education Requirements (R/Required, P/Preferred):

(P) Bachelor's Degree in Computer Science or equivalent knowledge and/or experience

• Degrees Preferred: IT Technology, Computer Science or related field

IT Help Desk Associate Training, Skills, Knowledge, and Experience

Specific Training in this field (R/Required, P/Preferred):

• (P) Minimum of 2 years' experience in Help Desk

Experience/Knowledge in this field (R/Required, P/Preferred):

• (P) Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues

23JAN2026