IT Support Representative

Job Summary:

The IT TECHNICAL SUPPORT REPRESENTATIVE I, II, III reports directly to the IT Support Supervisor. Responsibilities include but not limited to; setup and maintenance of computers, network wiring and front-line support for all customers and any employee computer peripheral problems at all locations.

• Responsible for reporting reoccurring issues to IT Support Supervisor o necessary infrastructure changes can be made.
• Maintain and support desktop and cell phones, workstations, laptops, routers, printers, and applications for the entire company based on department SOP’s.
• Creates new employees and removes termed employees from all systems based on department SOP’s.
• Provides technical assistance and education to customers via telephone, remote access applications and live chat on computer and peripheral related issues.
• Troubleshoot via phone or live chat hardware, software and operating system problems/failures to identify hardware/software related failures.
• Report discrepancies and gaps in Help Desk related documentation (AD, SOP, etc.) to the IT Support Supervisor to maintain document accuracy.
• Responsible for documenting and closing Support Tickets and Projects in a timely manner.
• Communicate resolutions for computer issues. This includes peripheral equipment such as, but not limited to monitors, keyboards and printers/all in-one multifunction.
• Make recommendation on computer enhancements to system based on capabilities and performance.
• Trains end-users on the operating systems and applications various platforms.
• Maintain consistency of devices and protocols for all systems.
• Responsible for giving the IT Support Supervisor recommendations on desktops, laptops, mobile devices, print functions and any other desktop tools.
• Responsible for working very closely with the IT Support Supervisor and providing direct input into situations that need to be taken care of or opportunities for the department to make the company more competitive.
• Trains Level I employees on K&M items Wise system, Madden Co, imaging laptops, PC’s, and scanners. (Level II)
• Maintains inventory counts for the department, notifies IT Support Supervisor on low volume items that are out of stock or below a sufficient level to support our customers so they can be ordered. (Level II)
• Proficiency in Windows 10/11, MS Office, Exchange, M365. (Level II)
• Act as Team Lead for Level I’s and II’s by working with IT Support Supervisor to make sure the team has constant project or ticket work to complete. (Level III)
• Can train and develop Level I and II Support Reps on all aspects of Help Desk and fill in for IT Support Supervisor when needed. (Level III)
• Interacts with key business stakeholders and other departments, Business Analysts, and other IT teams to develop strong working relationships. (Level III)
• Actively participate in Leadership Development (Level III)
• Perform other duties as appropriate and assigned.
• Support company goals and uphold K&M Values.

• To possess and have the ability to relay a friendly, helpful and positive attitude.
• Maintain composure in a fast-paced team environment.
• The ability to have a high level of confidentiality with information and conversations.
• To have excellent organizational skills and to be able to prioritize tasks.
• To be able to work in a multi-tasking environment.
• Demonstrates strong communication and customer service skills
• To be service oriented with excellent communication skills.
• To work in a professional manner.
• Must have the ability to work independently.
• Must be willing to do occasional traveling to other locations within the company.
• Must be willing and able to work after normal business hours or weekends as there is a rotation for after-hours calls that each Help Desk team member will be responsible for.

• High School Diploma and 6 months of IT experience or an associate’s degree in a computer-related field.
• Experience in Desktop Administration preferred.

• 2+ years working in a professional IT setting with support experience.
• Minimum of associate’s degree or equivalent experience required.
• CompTIA A+ certification preferred.

• 3+ Years demonstrated experience working in a professional IT environment.
• Associate/bachelor’s degree or equivalent experience required.