Technical Support Representative

The Technical Support Representative will provide Tier 1 technical support via telephone, email and web chat for various technologies including PCs, mobile devices, peripherals, telephony, software applications and network infrastructure. The Technical Support Representative will answer calls, enter tickets, triage and categorize issues, perform basic troubleshooting and escalate issues to more senior team members when needed. Essential Functions: · Function as the first point of contact for users and provide Tier 1 support and service via telephone, email, and web chat for Incidents, Service Requests, and inquires related to various technologies including PCs, mobile devices, peripherals, telephony, software applications and network infrastructure. · Efficiently and accurately log, prioritize, and categorize all Incidents and Service Requests from all channels into the ITSM system, including those submitted by end users via the self-service portal and/or email and, if necessary, perform callbacks to get clarifications or to work on resolution. · Provide first-line investigation and diagnosis of all incidents by performing basic hardware and application troubleshooting and utilizing the IT Service Desk Knowledge articles and other resources to find a solution. Assign unresolved Incidents and Service Requests to the appropriate Tier 2 Support Group if unable to achieve first-call resolution in a timely manner. · Escalate Major Incidents immediately to the Incident and/or Problem Manager. Document Incident and Service Request descriptions and resolutions clearly and flag any resolutions for review that may be candidates for Knowledge articles. · Associate Incidents and Service Requests with other ITSM records (i.e. Changes, Problems, Knowledge articles, Known Errors, etc.) when appropriate. Keep users informed about their Incident and Service Request status at agreed intervals, verify resolution with users, and close Incidents and Service Requests in the ITSM system. · Follow all IT Service Desk processes and procedures by which Incidents, Service Requests, and inquiries are received, categorized, prioritized, escalated, and resolved. · Provide excellent customer service to the IT Service Desk customers. · Other duties as assigned. Education: · High School Diploma or GED is required. Work Experience: · Related work experience will also be considered. Skills and Abilities: · Basic knowledge of PC and mobile hardware, telephone, software applications and peripherals. · Working knowledge of PC networking is preferred, but not required. · Strong written and verbal communication skills required. · Good interpersonal skills and strong customer service orientation. · Ability to analyze and problem solve. · Flexibility to temporarily change work schedule on short notice to cover unplanned absences of other team members and/or unexpected fluctuations in call volumes.