Technical Support

Position Overview

Seeking a knowledgeable and adaptable IT support professional to provide hands-on technical support across hardware, software, networking, mobile devices, and audio/visual technology. The ideal candidate is a strong communicator and capable troubleshooter with broad IT knowledge who can independently diagnose and resolve issues while providing a positive experience for end users.

This role is well suited for an IT generalist who can work across a variety of technical environments rather than focusing solely on traditional help desk functions.

Key Responsibilities

• Provide first-level technical support for hardware, software, network, and connectivity issues through phone, email, remote assistance, and other support channels.
• Diagnose, troubleshoot, and resolve technical issues efficiently while minimizing downtime and disruption.
• Independently assess technical issues, identify appropriate solutions, and determine when escalation is necessary.
• Install, configure, maintain, and troubleshoot computers, printers, scanners, mobile devices, and other IT equipment.
• Provide workstation setup, configuration, maintenance, and general desktop support.
• Support standard software applications, operating systems, and specialized business applications.
• Configure, troubleshoot, and maintain Apple and Android mobile devices, including applications and cellular connectivity.
• Assist users with virtual meeting setup and troubleshooting, including audio, video, screen sharing, connectivity, and related meeting technology.
• Provide basic Tier 1 audio/visual support.
• Apply systematic troubleshooting and problem-solving methodologies to isolate and resolve issues.
• Log support requests, incidents, troubleshooting steps, and resolutions in a centralized ticketing system.
• Maintain and contribute to a comprehensive knowledge base to support efficient issue resolution and user self-service.
• Escalate complex or unresolved issues to the appropriate internal or external teams while maintaining ownership and communication with the end user through resolution.
• Keep users informed of issue status and provide timely follow-up through successful resolution.
• Communicate technical information clearly and professionally to users with varying levels of technical proficiency.
• Provide a user-friendly and empathetic support experience.
• Support meetings and other technology needs that may occasionally require work outside of standard business hours.
• Work independently while managing multiple technical support requests and priorities.
• Perform other related IT support duties as needed.

Required Qualifications

• At least 1 year of experience in technical support, general IT support, desktop support, service desk, or a related IT environment.
• At least 1 year of experience installing and configuring computer equipment.
• Current CompTIA A+ certification required.
• Broad working knowledge of computer hardware, software, operating systems, networking, mobile devices, and common IT support technologies.
• Strong troubleshooting, analytical, and problem-solving skills.
• Strong verbal and written communication skills.
• Ability to work independently and use sound judgment when diagnosing and resolving technical issues.
• Ability to interact professionally and empathetically with users of varying technical skill levels.
• Ability to lift and handle equipment weighing up to 35 lbs.

Preferred Qualifications

• ITIL certification.
• Experience providing workstation setup and general IT support.
• Experience supporting Apple and Android mobile devices.
• Experience supporting virtual meetings and basic A/V equipment.
• Experience troubleshooting a broad range of hardware, software, connectivity, and user environment issues.
• Ability and willingness to provide after-hours support for meetings and other technology needs.