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Technical Support Representative

Job ID: ATR 17628

Job Description

Job Title: Technical Support Representative

Eligibility: Must be authorized to work in the US

Job Description:

The Technical Support Representative will be a primary point of contact

for desktop and application support. They will provide technical

assistance to end-users and customers, manage support queues, and

collaborate with IT staff and vendors to resolve issues.

Essential Job Functions

• Monitor and respond to incoming requests via phone queues and the

ticketing system, ensuring timely and professional support.

• Provide first-level technical support to internal staff and external

customers, resolving issues when possible and escalating as needed.

• Gather and document detailed problem information, including

user-reported steps and troubleshooting performed.

• Troubleshoot basic hardware, software, and network issues before

escalating to higher tiers.

• Ensure all support requests are logged in the ticketing system for

tracking, reporting, and trend analysis.

• Follow established daily, weekly, and monthly operational checklists.

• Assist with deploying and configuring PCs and software.

• Configure and support VoIP telephones and software for deployment to

end users.

• Install and configure standard business applications and provide basic

printer/peripheral support.

• Perform user onboarding and offboarding, including account

creation/removal, access provisioning, and equipment handling.

• Maintain clear, detailed documentation for troubleshooting steps and

resolutions.

• Adhere to defined service level agreements (SLAs) and company

security/compliance policies.

• Participate in training, process improvement activities, and other

duties as assigned.

Experience and Educational Background

• 6–12 months of technical support or help desk experience in a business

environment (required).

• Strong interpersonal, customer service, and communication skills

(verbal and written).

• Solid analytical and problem-solving abilities, with the capacity to

manage multiple tickets simultaneously.

• Proficiency with Microsoft 365 Suite, Intune, and Windows operating

systems.

• Basic networking knowledge (e.g., IP configuration, connectivity

troubleshooting).

• Experience configuring and troubleshooting desktops, laptops,

printers, and other networked equipment.

• Ability to quickly learn new hardware, software, and processes.

• Any college coursework, degrees, or IT certifications (e.g., CompTIA

A+, Network+) are considered a plus.

• Familiarity with software deployment, endpoint management, and VoIP

systems is preferred.

• Awareness of IT security best practices.

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