IT Support Representative

We are seeking a customer-focused and technically skilled IT Support Representative to provide frontline technical assistance to end users. This role is responsible for resolving technical issues, maintaining system functionality, and ensuring a seamless user experience across hardware, software, and network systems. The ideal candidate combines strong troubleshooting abilities with excellent communication skills in a remote support environment.

Key Responsibilities

• Provide first-level technical support via phone, email, chat, or ticketing systems.
• Diagnose and resolve hardware, software, and connectivity issues in a timely manner.
• Assist users with system access, password resets, and account management.
• Document incidents, resolutions, and troubleshooting steps in the ticketing system.
• Escalate complex or unresolved issues to higher-level support teams as needed.
• Support installation, configuration, and updates of software applications and operating systems.
• Guide users through step-by-step solutions in a clear and professional manner.
• Maintain knowledge base articles and contribute to process documentation.
• Ensure adherence to IT security policies and data protection standards.
• Provide support for remote access tools, VPNs, and cloud-based platforms.

Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 1–3+ years of experience in IT support, help desk, or technical customer service roles.
• Basic knowledge of Windows, macOS, and common business applications.
• Familiarity with networking fundamentals (TCP/IP, DNS, VPN).
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management).
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Customer-oriented mindset with patience and professionalism.
• Relevant certifications such as CompTIA A+ or Google IT Support are a plus.

Core Competencies

• Technical Troubleshooting
• Customer Service Excellence
• Communication Skills
• Problem-Solving
• Attention to Detail
• Time Management

Benefits

• Flexible remote work environment
• Competitive hourly compensation
• Opportunities for technical training and certification
• Career growth within IT support and infrastructure teams
• Collaborative and supportive work culture