Under little or no supervision, the Technical Support Representative is the first point of contact for the users who contact our IT Service Desk by telephone, email or other means. While providing the highest level of customer service, the Technical Support Representative responds to incoming calls, tracks all information in an incident management system and uses a knowledge base tool along with their expertise to resolve requests, complex inquiries and issues in a timely fashion. The Technical Support Representative escalates unresolved problem/issues/requests to senior agents and second tier resolution teams as needed. Troubleshooting end user issues for both internal and external customers on various software applications, hardware, network and telecommunications systems.
Duties and Responsibilities: