Technical Support Representative

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