Technical Support Representative

We are seeking a highly motivated and technically proficient Technical Support Representative to join our dynamic IT support team. In this role, you will serve as the primary point of contact for end-users requiring assistance with hardware, software, and network issues. Your expertise will ensure seamless operation of IT infrastructure, enhance user experience, and contribute to the overall efficiency of our organization. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a comprehensive understanding of various operating systems and network environments., * Provide technical support to end-users via help desk systems, troubleshooting hardware, software, and network issues across diverse platforms including Windows, macOS, and Linux.

• Manage customer support tickets efficiently using tools such as ServiceNow or Jira, ensuring timely resolution and clear documentation.
• Troubleshoot computer hardware components, peripherals, mobile devices, and enterprise equipment to identify faults and implement effective solutions.
• Support computer management tasks such as Active Directory management, GPO configuration, user account provisioning, and permissions adjustments.
• Assist with network troubleshooting involving LAN/WAN configurations, TCP/IP protocols, DNS issues, VPN connectivity, firewall settings, and network security measures like Meraki.
• Conduct equipment troubleshooting for desktops, laptops, printers, and other peripherals; perform hardware upgrades or repairs as needed.
• Collaborate with IT infrastructure teams to resolve complex issues related to Windows Server environments, BMC Remedy workflows, SCCM deployments, and network administration.
• Support operating system updates and software installations across multiple platforms including Windows and macOS.
• Contribute to maintaining a secure IT environment by managing firewall settings, VPN access points, and Active Directory policies.
• Communicate technical information clearly to non-technical users while providing exceptional customer service throughout all interactions.

• Proficiency in Microsoft Office applications and familiarity with help desk systems such as ServiceNow or Jira.
• Strong technical support skills encompassing hardware troubleshooting, software diagnostics, and network analysis.
• Experience with computer networking concepts including LAN/WAN setup, TCP/IP protocols, DNS management, VPNs, firewalls (e.g., Meraki), and network security practices.
• Knowledge of operating systems such as Windows (including Windows Server), macOS, and Linux.
• Ability to manage Active Directory accounts and GPO configurations effectively.
• Familiarity with IT support tools like SCCM for software deployment and BMC Remedy for ticket management.
• Excellent communication skills with the ability to explain technical concepts clearly to diverse audiences.
• Analysis skills necessary for diagnosing complex issues related to computer hardware or network performance.
• Experience supporting mobile devices and enterprise equipment within an IT infrastructure environment.

This position offers an engaging opportunity for individuals eager to apply their technical expertise in a collaborative setting. We welcome candidates committed to delivering outstanding customer service while maintaining high standards of technical excellence.