Technical Support Representative

Job Description

Technical Support Representative

The Technical Support Representative will be a primary point of contact for desktop and application support at AIC. 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.