Job Description

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. Role Responsibilities: Provide basic technical support to Clients. Troubleshoot application issues, basic diagnosing of the desktop/laptop software problems. Requirements: 1 - 3 years of related work experience, or an equivalent combination of education and experience. 1 - 3 years of customer service experience. Excellent communication skills. The ability to work in a team environment and commit to a flexible work schedule. Preferences: 1 - 3 years technical experience a plus. Previous experience troubleshooting desktop, printer and notebook issues. Very strong user and support of MSOffice.
Intake Questionnaire
1. Tell us about the project and day to day responsibilities for the contractor
- The role is for an Onsite IT Support Associate, responsible for managing
the technical support needs of the site. This includes overseeing new hire
onboarding, maintaining onsite printers, and addressing all technical
issues on the premises. As the primary point of contact for IT at this
location, the contractor must be approachable and customer-focused,
acting as the face of the IT department.
- Key responsibilities include issuing laptops, replacing hardware, and
performing software updates. Support is provided through an internal
ticketing system, where ticket volumes can range from 10 to over 60 per
day. The contractor will manage tickets and cases via chat, rather than
through a call center environment, though in-person assistance is also
required, as this is an onsite role in a full office environment.
- Support is provided to internal employees both on-site and remotely,
with remote assistance handled via chat. While ticket volumes can be as
high as 80 interactions on particularly busy days, there are also quieter
days with as few as 10.
- Training will be provided through a 3-4-week program, where the
contractor will shadow teammates and be guided through all necessary
processes. will supply all required equipment.

2. What are three MUST HAVE skill sets (technical) that are required?
- 2+ Years of IT Experience: Proficiency with hardware management,
including building systems, providing training, and assembling laptops.
Relevant certifications are a plus. Familiarity with networking concepts is
also required. While a degree is not mandatory, it is considered an
advantage. Basic troubleshooting experience with printers is also
necessary.
- 2+ Years of Customer Service Experience: Strong customer service skills,
including professional phone etiquette and the ability to interact
effectively with internal staff.
- Networking Experience: Understanding of network infrastructure, with the
ability to troubleshoot network-related issues and a solid grasp of
networking concepts.
- Windows Experience: A strong working knowledge of Windows operating
systems is required.

Job Types: Full-time, Contract

Pay: $23.00 per hour

Work Location: In person