Technical Customer Support Representative

Technical Customer Support Representative

This role assists customers with technical support of desktop computers, applications, and related technologies. Responsibilities include specification, installation, and testing of computer systems and peripherals within established standards and guidelines, diagnosing software issues, imaging systems, and providing on-site “smart hands” support as needed.

• Accurately test, identify, repair, resolve, and document end‑user technical issues for desktop, laptop, and network devices.
• Break‑fix, troubleshoot and resolve software problems; reimage computers and hard drives.
• Perform IMACD (install, move, add, change, decommission) functions.
• Back‑up and restore user data and perform associated systems administration tasks.
• Assist Service Desk/Remote Desktop teams, incident and problem management, and coordinate hands‑and‑feet efforts.
• Take ownership of issues through to resolution and categorize tickets using the ticketing system.
• Move equipment associated with escalated incidents and keep asset inventory.
• Recommend and perform system upgrades and work with procurement staff to purchase hardware and software.
• Maintain spare parts inventory and coordinate disposal requests.
• Plan and support trade shows, including setup, testing, training, and maintenance of required equipment.
• Provide on‑call support during after‑hours for Priority 1 and 2 incidents.
• Adhere to ticket response and resolution SLAs.
• Apply basic networking knowledge (DHCP, DNS, IP addresses, subnetting, wireless LAN, Ethernet).
• Support executives and senior management in meetings and conferences, including configuration of Cisco, Avaya, Logitech, or MS Teams Rooms.
• Offer smart‑hands support for rack‑and‑stack of servers, storage, network, and firewall components.
• Support IDF and MDF closets, including console access, UPS, cooling alerts, and cable management.
• Collaborate with third‑party vendors on complex OEM issues.

Location:

Columbus, NE

Seniority level:
Entry level
•

Employment type:

Contract
• Job function:
Information Technology
• Industries: IT Services and IT Consulting