Castle Technology Partners Technical Support Representative

Job Description Job Summary

Do you enjoy solving problems? Do you have a knack for computers? Are you the go‑to person when someone in your family needs help with technology? At IDeACOM of the Gulf Coast, we are looking for an enthusiastic technician to help provide excellent customer service and assist our clients with technical issues for our Castle Technology Partners division. On‑the‑job training provided as needed.

• Create, document, and manage support tickets and solutions in a timely manner per service level agreement requirements
• Help customers via phone, email, and chat
• Analyze, troubleshoot, and solve technological issues
• Escalate advanced technological issues to senior staff
• Document customer specific data for future reference
• Assist with new installations and implementations
• Assist with proactive and preventative maintenance
• Monitor and review various scheduled reports for anomalies and escalate issues accordingly

• Excellent Customer Service
• Team Oriented
• Passion for Learning, specifically Technology
• Excellent Communication
• Analytical and Problem Solving skills
• Excellent Documentation and Organization
• Ability to work on multiple tasks at once and utilize time for maximum outputs
• Experience with Windows 10
• High School Diploma or GED
• Driver's License and clean driving record

• Associate’s Degree
• Microsoft Office and/or Google Workspace experience
• Mac experience