Associate, IT End User Services

About The Role We are seeking an Associate, IT End User Services to join our support team and deliver exceptional technical assistance to our end users. This role serves as the frontline of IT support for Bridgestone’s proprietary customer-facing systems, resolving day-to-day technical issues while ensuring a seamless user experience across systems and tools.

What You’ll Do

• Provide Tier 1 technical support via phone, email, and support portal

• Troubleshoot and resolve issues related to:

• User access and account management

• Business applications (e.g., internal platforms, portals)

• Hardware, laptops, and peripherals

• Log, categorize, and manage incidents using a ticketing system (e.g., Freshdesk)

• Follow standard processes and knowledge articles to drive consistent support

• Escalate complex or unresolved issues to Tier 2 or engineering teams

• Support employee onboarding/offboarding (account setup, equipment provisioning)

• Maintain accurate and detailed ticket documentation

• Meet and exceed SLA and customer satisfaction targets

• Complete administrative tasks for system management

What You Bring

• 0–2 years of experience in IT support or service desk

• Basic knowledge of:

• Windows OS and Microsoft 365