Arena Technical Resources, LLC (ATR)
Technical Support Representative
Arena Technical Resources, LLC (ATR), Hanover, Maryland, United States, 21098
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.
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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.
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