Technical Support Representative

Job Summary

The Technical Support Representative, under direct supervision, is responsible for providing support with tier 1 and tier 2 incident resolution, change requests, and how-to requests reported to the IT Employee Helpdesk. The role documents resolutions in the ticketing system including correspondence with the customer, problem analysis, troubleshooting performed and resolution and ensures proper closure of issues. The role is responsible for day-to-day customer technical support in the end user computing environment and provide initial assessment, triage, research, and resolution of tier 1 and tier 2 incidents and requests regarding the use of application software, hardware and/or infrastructure components.

Job Responsibilities

• Provides initial assessment, triage, research, and resolution of tier 1 and tier 2 incidents and requests regarding the use of application software, hardware and/or infrastructure components.
• Documents resolutions in the ticketing system including correspondences with the customer, problem analysis, troubleshooting performed and resolution and ensures proper closure of issues.
• Provides technical support by phone, chat, and web ticketing interfaces to internal and external customers on software, hardware, and/or infrastructure components.
• Focuses on continuous enhancement of customer service experience and increasing first call resolution.
• Collects support information and provides support for tier 1 and tier 2 incident resolution, change requests, and how-to requests reported to the IT Employee Helpdesk.
• Provides resolution, identifies recurring problems, and/or escalates issues to appropriate tier support.
• Assists with revising/documenting, processes,
• Creates, accurate ticket documentation, and identifies areas for first call resolution.

Job Qualifications

• 0-3 years of IT support experience in handling multiple system environments.
• High School Diploma or General Education Diploma (GED) and/or commensurate experience.
• Applicants must be currently authorized to work in the United States on a full-time basis.

Location

Hybrid defined as three (3) or more days in the office per week.

Licenses and Certifications

• IT Support Certification (Preferred)

Behavioral Competencies

• Collaborates
• Communicates Effectively
• Customer Focus
• Decision Quality
• Nimble Learning

Technical Skills

• Customer Service
• Diagnosing Hardware
• Incident Resolution
• System Administration
• Technical Documentation
• Office Service and Desk Systems
• IT Troubleshooting
• Technical Support

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

• Customer Service
• Diagnosing Hardware
• IT Troubleshooting
• Incident Resolution
• Office Service and Desk Systems
• System Administration
• Technical Documentation
• Technical Support