IT Support Representative

We are seeking a customer-focused and technically skilled IT Support Representative to provide frontline technical assistance to end users. This role is responsible for resolving technical issues maintaining system functionality and ensuring a seamless user experience across hardware software and network systems. The ideal candidate combines strong troubleshooting abilities with excellent communication skills in a remote support environment.

Key Responsibilities

• Provide first-level technical support via phone email chat or ticketing systems.
• Diagnose and resolve hardware software and connectivity issues in a timely manner.
• Assist users with system access password resets and account management.
• Document incidents resolutions and troubleshooting steps in the ticketing system.
• Escalate complex or unresolved issues to higher-level support teams as needed.
• Support installation configuration and updates of software applications and operating systems.
• Guide users through step-by-step solutions in a clear and professional manner.
• Maintain knowledge base articles and contribute to process documentation.
• Ensure adherence to IT security policies and data protection standards.
• Provide support for remote access tools VPNs and cloud-based platforms.

Qualifications

• Associates or Bachelors degree in Information Technology Computer Science or a related field (or equivalent experience).
• 13 years of experience in IT support help desk or technical customer service roles.
• Basic knowledge of Windows macOS and common business applications.
• Familiarity with networking fundamentals (TCP/IP DNS VPN).
• Experience with ticketing systems (e.g. ServiceNow Zendesk Jira Service Management).
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Customer-oriented mindset with patience and professionalism.
• Relevant certifications such as CompTIA A or Google IT Support are a plus.

Core Competencies

• Technical Troubleshooting
• Customer Service Excellence
• Communication Skills
• Problem-Solving
• Attention to Detail
• Time Management

Benefits

• Flexible remote work environment
• Competitive hourly compensation
• Opportunities for technical training and certification
• Career growth within IT support and infrastructure teams
• Collaborative and supportive work culture