Technical Support Representative

IntelliPro Group Inc.•Greensburg, PA

42d•Onsite

About The Position

This role involves providing technical support to local users at the Greensburg, PA facility, assisting with laptops, printers, and warehouse Android devices. Responsibilities include logging tickets for work performed, supporting users in a warehouse, stock yards, and office cubicle environment, and moving throughout the building to assist users. This may involve entering the warehouse wearing a vest and steel-toed shoes for printer maintenance. The position is a 3-month contract with the possibility of becoming a permanent role, offering a pay rate of $30/hr on W2.

Requirements

3 - 5 years of related work experience, or an equivalent combination of education and experience.
3 - 5 years of customer service experience.
Excellent communication skills.
The ability to work in a team environment and commit to a flexible work schedule.
Software Systems Proficiency: Ability to install, configure, troubleshoot, and maintain operating systems issues.
Software Systems Proficiency: Knowledge of user profiles, permissions, registry, and system recovery tools.
Software Systems Proficiency: Experience with imaging and deployment tools.
Hardware and Peripheral Troubleshooting: Hands-on experience diagnosing and repairing desktops, laptops, printers, scanners, and mobile devices.
Hardware and Peripheral Troubleshooting: Understanding of BIOS/UEFI, hardware drivers, and firmware updates.
Hardware and Peripheral Troubleshooting: Ability to replace hardware components and manage inventory.
Networking Fundamentals: Basic knowledge of TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
Networking Fundamentals: Ability to diagnose connectivity issues and work with networked devices.
Networking Fundamentals: Understanding of remote desktop tools (e.g., RDP, Teams, LogMeIn).
Strong Communication Skills: Ability to clearly explain technical issues to non-technical users.
Strong Communication Skills: Active listening to understand user problems accurately.
Strong Communication Skills: Written communication skills for documenting issues and resolutions in tickets.
Patience / Empathy (enterprise support): Staying calm and supportive, especially when users are frustrated or under pressure.
Patience / Empathy (enterprise support): Demonstrating empathy builds trust and improves the overall support experience.
Patience / Empathy (enterprise support): Important when guiding users through troubleshooting steps.
Problem-Solving / Critical Thinking: Ability to analyze issues, identify root causes, and implement effective solutions.
Problem-Solving / Critical Thinking: Thinking on your feet when new or unfamiliar problems arise.
Problem-Solving / Critical Thinking: Balancing urgency with a methodical troubleshooting approach.

Nice To Haves

3-5 years technical experience a plus.
Previous experience troubleshooting desktop, printer and notebook issues.
Very strong user and support of MSOffice.
Bachelor’s preferred but not required.
A+ or any Microsoft certification is preferred.

Responsibilities

Provide basic technical support to Clients.
Troubleshoot application issues.
Basic diagnosing of the desktop/laptop software problems.
Identify, manage, escalation, and resolve technical issues.
Install and configure software, print drivers, utilities, etc. to be utilized on workstations and computer networks.
Troubleshoot all information technology issues, including software, hardware, and networking.
Monitor installed systems, identify problems, and take corrective action.
Support local users at the Greensburg, PA facility with laptops, printers, warehouse Android devices.
Log tickets for work performed.
Moves throughout the building to assist users.
Goes into the warehouse wearing vest and steel toes shoes for printer maintenance.