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Technical Support Representative

Helpware

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