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Role Description

This role involves providing IT support and resolving client/customer technical issues through virtual communication.

• Serve as the initial contact for IT support requests remotely through the IT Support phone intake queue.
• Log, categorize, and prioritize all incoming support requests in the IT ticketing tool.
• Provide first-level troubleshooting and resolution for common technical issues including but not limited to:
  • Password resets and account access issues
  • Email and collaboration tools support
  • Software installation and configuration assistance
  • Basic network troubleshooting
  • Printing and peripheral device troubleshooting
• Escalate unresolved or complex issues to higher-level support teams following established procedures.
• Deliver clear and courteous communication, ensuring users are kept informed of ticket status and resolution progress.
• Follow IT policies, procedures, and service level agreements (SLAs) to ensure consistent and timely support.
• Document solutions and update knowledge base articles to aid future troubleshooting.
• Participate in ongoing training to maintain and grow technical knowledge.
• Adhere to and uphold security posture of the organization; escalate immediately if unsure.

Qualifications

• 0-2 years of experience, preferred
• Bachelor's degree in related field, or equivalent work experience, preferred
• Any prior call center experience, specifically from a technical support perspective is a plus

Requirements

• Applies basic concepts, principles and technical capabilities to perform routine tasks
• Works on projects of limited scope and complexity
• Follows established procedures to resolve readily identifiable technical problems
• Works under direct supervision and receives detailed instructions
• Develops competence by performing structured work assignments

Benefits

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs