Technical Support Representative

Job
Description:

Title: Technical Support Representative
Location: On site in Hanover, MD
Citizenship/Clearance Requirement: Must be authorized to work in the United States

This position will serve as the central point of contact to provide PC, application, and technical problem resolution to end-users at our Claims office. The position will interact with other Information Technology staff (as well as outside vendors) to resolve problems or answer questions and assist with project-related tasks as required. This is a permanent on-site position with no option for remote work.

Essential Job Functions:

-Monitor and support internal telephone and ticket support queues to provide technical support to internal staff and external customers.
-Deliver service and support to our end users by answering application questions and assisting in resolving technical problems. Escalate any questions/issues that are not understood to appropriate staff, teams, and/or outside vendors for assistance with problem resolution.
-Consult with users to determine steps and procedures taken to identify and resolve the problem.
-Manage multiple tickets at one time.
-Log all support requests into ticketing systems for reporting, trend analysis, and future diagnosis assistance.
-Execute pre-established daily, weekly, and/or monthly operational procedures related to technical support and network operations. Centrally log results of operational checks and escalate any identified issues to appropriate staff for resolution.
-Participate in the setup of desktops and laptops, automated software deployments, installing and configuring software applications, and configuring user account access to PCs accordingly.
-Provide hardware and software support as needed.
-Work within a networked environment and perform basic troubleshooting and problem research prior to escalation.
-Monitor IT equipment stock and order replacements as necessary. Log equipment inventory changes in the central inventory management system.
-Follow IT documentation for established procedures and update documentation when needed.
-Perform user onboarding and offboarding.

Experience and Educational Background:

-Excellent interpersonal and customer service skills.
-Excellent verbal and written communication skills.
-Strong analytical and problem-solving skills.
-Ability to work as part of a team and interact with subordinates, peers, managers, end users/customers, and act as a point of escalation for Help Desk support activities.
-Proficient with or the ability to quickly learn an array of computer hardware and software.
-Minimum of 6 to 12 months of technical support or help desk work experience in a business environment.
-Any college courses, degrees, or certifications in the information technology field are considered a plus.
-Experience configuring and troubleshooting desktops, laptops, printers, and other networked equipment.
-Working knowledge of Microsoft software, including the Microsoft 365 Suite and Windows operating systems.
-Fundamental networking knowledge and troubleshooting skills are desirable.
-Other duties as assigned.

Arena Technical Resources, LLC, (ATR) is an Equal Opportunity Employer (EOE) who will provide equal employment opportunity to employees and applicants for employment without regard to race, ethnicity, religion, color, sex, pregnancy, national origin, age, veteran status, ancestry, sexual orientation, gender identity or expression, marital status, family structure, genetic information, or mental or physical disability

An Equal Opportunity
Employer M/F/D/V

Job Category	Infrastructure Roles
Job ID	16449
Job Title	Technical Support Representative
Job Location	Hanover, MD
Hourly Pay Rate	-
Annual Pay Rate	- 55000
# Required	1
Apply To	MCP@atr.com