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R.W. Mercer Co.
IT Support RepresentativeR.W. Mercer Co. • Airway Heights, Washington, United States
No longer accepting applications
IT Support Representative

IT Support Representative

R.W. Mercer Co. • Airway Heights, Washington, United States
8 days ago
Job type
  • Full-time
  • Remote
  • Quick Apply
Job description

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
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IT Support Representative • Airway Heights, Washington, United States

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