Technical Support Representative

Position Title
Technical Support Representative
Job Level

• Tier L1

Position Summary
As a Tier 1 Technical Support Representative, you will be the first point of contact for customers
seeking technical assistance. The role involves addressing basic technical issues, providing
troubleshooting guidance
Specific Responsibilities
Provide day-to-day technical support through the client's IT ticketing system.
Support, install, maintain, troubleshoot, and document PC hardware, operating systems, software applications, printers, peripherals, and phones across the organization.
Deliver technical support to employees and locations throughout the U.S. in a remote support environment.
Perform basic network, systems, and application administration tasks as needed.
Collaborate with team members, end users, and hospitality guests to diagnose and resolve technical issues.
Provide technical assistance, problem resolution, and user training in person, over the phone, and through remote support channels.
Maintain a hands-on, guest-facing approach while delivering excellent customer service and support.
Communicate effectively with users, ensuring issues are addressed thoroughly and professionally.
Perform duties under the direction of the IT Help Desk Manager and, when required, senior IT staff.
Provide occasional after-hours and weekend support.
Perform other duties as assigned.
Entry-level candidates may be considered; however, a minimum of two years of desktop support experience is preferred.

QUALIFICATIONS

High school diploma or equivalent; additional education in a technical field is a plus.
Certifications in relevant technologies or products are a plus
1+ year of experience in a technical support or service role
Experience working with CRM, any ticket system is preferred
Basic troubleshooting skills
Required Soft Skills
Proactive approach
Empathetic individuals
Problem-solving skills
Organizational skills
Multitasking
Required Hard Skills
Basic computer skills
Excellent verbal and/or written communication skills
Basic knowledge of industry-specific software/tools
Familiarity with company-specific software/tools
Ability to convey technical information clearly