Serve as the first point of contact for technical support requests via phone, email, live chat, or ticketing system.
Troubleshoot and resolve basic hardware, software, and network issues following established procedures.
Provide technical support for on site and remote employees, including laptops, desktops, monitors, printers, mobile devices, and peripherals.
Support audio visual (AV) and conference room equipment, including setup and basic troubleshooting.
Escalate complex or unresolved issues to Tier 2 or specialized support teams in a timely and well documented manner.
Participate in occasional after hours technical support, as required.
Perform system imaging, device configuration, equipment replacements, and workstation setup.
Assist with IT projects as assigned, including hardware refreshes or software deployments.
Help maintain accurate IT equipment inventory, including tracking and documentation.
Accurately document incidents, resolutions, and follow up actions in the ticketing system.
Assist in maintaining and improving Aspire’s IT support procedures and documentation.
Follow established IT policies, standards, and best practices at all times.
Maintain a high level of professionalism and deliver excellent customer service in all interactions.
Build and maintain positive relationships with end users and IT team members.
Work both independently and collaboratively to address on site and remote support needs effectively.

High school diploma or equivalent required; an associate degree in IT or related field experience preferred.
1–3 years of experience in technical support is preferred.
Certifications such as CompTIA A+, CompTIA Network+, or CompTIA Security+ are a bonus
Foundational knowledge of Windows operating systems, common business applications, and standard hardware.
Basic troubleshooting skills for software, hardware, and connectivity issues.
Familiarity with ticketing systems is preferred.
Strong communication, writing, problem solving, and customer service skills.
Ability to follow documented procedures and work in a fast paced environment.
Strong attention to detail and organizational skills.
Time management and ability to prioritize tasks.
Collaborative mindset with the ability to work independently.
Active listening skills, responsive, and strong follow-up practices
Approachable, proactive, and professional attitude
Exceptional organizational skills, attention to detail, and timely documentation

Technical Support Agent

Key skills