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# IT Support Representative

- **Company:** R.W. Mercer Co.
- **Location:** Airway Heights, WA, United States (Remote available)
- **Experience:** Starter
- **Salary:** $73,600.0 - $90,000.0
- **Contract:** Permanent contract
- **Skills:** Apple Mac Systems, Software Applications, JIRA, Business Software, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Remote Access Technology, TCP/IP, Computer Networking Systems, Cloud Platform System, Information Technology, Zendesk, Servicenow
- **Published:** July 20, 2026
- **Apply:** https://www.careerjet.com/jobad/us0817a113dbc58d27300fc3e58cf77851

## About the Role

* Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
 * 1-3+ years of experience in IT support, help desk, or technical customer service roles.
 * Basic knowledge of Windows, macOS, and common business applications.
 * Familiarity with networking fundamentals (TCP/IP, DNS, VPN).
 * Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management).
 * Strong troubleshooting and problem-solving skills.
 * Excellent verbal and written communication skills.
 * Customer-oriented mindset with patience and professionalism.
 * Relevant certifications such as CompTIA A+ or Google IT Support are a plus.

Core Competencies

 * Technical Troubleshooting
 * Customer Service Excellence
 * Communication Skills
 * Problem-Solving
 * Attention to Detail
 * Time Management

## Description

We are seeking a customer-focused and technically skilled IT Support Representative to provide frontline technical assistance to end users. This role is responsible for resolving technical issues, maintaining system functionality, and ensuring a seamless user experience across hardware, software, and network systems. The ideal candidate combines strong troubleshooting abilities with excellent communication skills in a remote support environment.
Key Responsibilities

 * Provide first-level technical support via phone, email, chat, or ticketing systems.
 * Diagnose and resolve hardware, software, and connectivity issues in a timely manner.
 * Assist users with system access, password resets, and account management.
 * Document incidents, resolutions, and troubleshooting steps in the ticketing system.
 * Escalate complex or unresolved issues to higher-level support teams as needed.
 * Support installation, configuration, and updates of software applications and operating systems.
 * Guide users through step-by-step solutions in a clear and professional manner.
 * Maintain knowledge base articles and contribute to process documentation.
 * Ensure adherence to IT security policies and data protection standards.
 * Provide support for remote access tools, VPNs, and cloud-based platforms., Job Description: The Nobel Biocare Territory Representative is responsible for achieving or exceeding sales and service goals mainly in dental clinics and/or dental laboratories …
 + 1 month ago, Design a career and build your future... Because it matters! GIS Specialist McMillen Inc. is looking for a GIS Specialist to join our Geospatial Group. In this role, you'll sup…
 + 12 days ago
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