Maryland Staffing
Technical Support Representative
The Technical Support Representative will be a primary point of contact for desktop and application support. 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 include monitoring and responding to incoming requests via phone queues and the ticketing system, ensuring timely and professional support. They will provide first-level technical support to internal staff and external customers, resolving issues when possible and escalating as needed. They will gather and document detailed problem information, including user-reported steps and troubleshooting performed. They will troubleshoot basic hardware, software, and network issues before escalating to higher tiers. They will ensure all support requests are logged in the ticketing system for tracking, reporting, and trend analysis. They will follow established daily, weekly, and monthly operational checklists. They will assist with deploying and configuring PCs and software. They will configure and support VoIP telephones and software for deployment to end users. They will install and configure standard business applications and provide basic printer/peripheral support. They will perform user onboarding and offboarding, including account creation/removal, access provisioning, and equipment handling. They will maintain clear, detailed documentation for troubleshooting steps and resolutions. They will adhere to defined service level agreements (SLAs) and company security/compliance policies. They will participate in training, process improvement activities, and other duties as assigned. Experience and Educational Background includes 612 months of technical support or help desk experience in a business environment (required). They should have strong interpersonal, customer service, and communication skills (verbal and written). They should have solid analytical and problem-solving abilities, with the capacity to manage multiple tickets simultaneously. They should be proficient with Microsoft 365 Suite, Intune, and Windows operating systems. They should have basic networking knowledge (e.g., IP configuration, connectivity troubleshooting). They should have experience configuring and troubleshooting desktops, laptops, printers, and other networked equipment. They should have the 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. They should be aware of IT security best practices.
The Technical Support Representative will be a primary point of contact for desktop and application support. 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 include monitoring and responding to incoming requests via phone queues and the ticketing system, ensuring timely and professional support. They will provide first-level technical support to internal staff and external customers, resolving issues when possible and escalating as needed. They will gather and document detailed problem information, including user-reported steps and troubleshooting performed. They will troubleshoot basic hardware, software, and network issues before escalating to higher tiers. They will ensure all support requests are logged in the ticketing system for tracking, reporting, and trend analysis. They will follow established daily, weekly, and monthly operational checklists. They will assist with deploying and configuring PCs and software. They will configure and support VoIP telephones and software for deployment to end users. They will install and configure standard business applications and provide basic printer/peripheral support. They will perform user onboarding and offboarding, including account creation/removal, access provisioning, and equipment handling. They will maintain clear, detailed documentation for troubleshooting steps and resolutions. They will adhere to defined service level agreements (SLAs) and company security/compliance policies. They will participate in training, process improvement activities, and other duties as assigned. Experience and Educational Background includes 612 months of technical support or help desk experience in a business environment (required). They should have strong interpersonal, customer service, and communication skills (verbal and written). They should have solid analytical and problem-solving abilities, with the capacity to manage multiple tickets simultaneously. They should be proficient with Microsoft 365 Suite, Intune, and Windows operating systems. They should have basic networking knowledge (e.g., IP configuration, connectivity troubleshooting). They should have experience configuring and troubleshooting desktops, laptops, printers, and other networked equipment. They should have the 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. They should be aware of IT security best practices.