Technical Support Representative [17620]

Job Description Job Title: Technical Support Representative Location: Hanover, MD Eligibility: Must be authorized to work in the US Job Description: 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 · 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.