Technical Support Representative

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.