Technical Support Representative

Technical Support Representative I – Cedar City, Utah

We are looking for a Technical Support Representative I to join our Technical Support team. This role serves as a frontline point of contact for customers experiencing internet service issues and Managed IT Services related requests. You will work directly with residential and business customers to diagnose issues, provide clear guidance, and ensure concerns are handled accurately and professionally.

This position is ideal for someone who enjoys problem solving, helping people, and wants to build real world technical support experience in a structured environment.

• Provide frontline technical support for residential and business customers
• Troubleshoot internet connectivity, performance, and Wi-Fi related issues
• Use approved tools to diagnose problems and take corrective action within scope
• Serve as an initial intake point for Managed IT Services related support requests
• Document customer issues clearly and accurately in the ticketing system
• Perform follow-up and callbacks on assigned tickets
• Work collaboratively with other teams
• Communicate clearly and professionally with customers
• Escalate issues appropriately when additional technical support is required
• Follow established processes, standards, and security requirements

• Strong customer service and communication skills
• Curiosity and interest in technology and problem solving
• Ability to remain calm and professional in technical or stressful situations
• Comfort working with computers, networks, and common technology
• Ability to manage multiple tasks and priorities
• Willingness to learn and follow structured procedures

• Shifts may include evenings
• Occasional Saturday availability may be required
• Schedule will be coordinated in advance

• Experience in technical support, help desk, ISP support, or customer service
• Familiarity with home or small business networking and Wi-Fi
• Exposure to ticketing systems or call center environments
• Coursework, self study, or hands on experience in IT or networking is a plus

• Established local broadband provider with a strong reputation in the communities we serve
• Stable organization with a long term focus on customer experience and service quality
• Hands on exposure to real world technical support and networking concepts
• Clear processes, training, and support to help you succeed
• Opportunities to grow skills and advance within the company over time
• Supportive, team oriented work environment