Associate IT Service Center Rep

United StatesRemoteFull-timemid

OtherIt Services Technician

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Quick Summary

Overview

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Associate IT Service Center Rep based in United States.

Technical Tools

OtherIt Services Technician

This is an opportunity to provide first-tier technical support to end users across applications, hardware, and common workplace technologies.
You will diagnose incidents, troubleshoot user issues, and determine when problems require escalation to specialized second-tier teams.
The role combines hands-on technical troubleshooting with careful documentation, communication, and service restoration.
You will collaborate with network services, systems administrators, server support, and application development teams when resolving more complex issues.
The position also offers the opportunity to identify recurring problems and recommend system or process improvements that reduce future support needs.
After completing initial training, the role will typically be performed remotely, providing flexibility while maintaining strong collaboration with IT teams.
It is well suited to a technically capable, service-oriented professional who enjoys problem-solving and helping users work effectively.

Provide first-tier technical support to end users for applications, hardware, and workplace technology.
Identify, troubleshoot, and resolve user incidents while gathering and documenting the information required for effective support.
Recognize issues that require second-tier assistance and escalate them appropriately with complete and accurate documentation.
Recreate or simulate user problems when necessary to identify root causes and develop effective resolutions.
Collaborate with network services, systems administrators, server support, and application development teams to restore services and resolve underlying technical issues.
Recommend system or process modifications that can reduce recurring user problems and improve the overall support experience.
Maintain current technical knowledge and troubleshooting skills relevant to the supported environment.
Communicate clearly with users and internal technical teams regarding incidents, troubleshooting activities, and resolution status.
Follow established remote-work and IT support procedures while maintaining a professional and collaborative service approach.

Requirements

~1 min read

Associate degree in Information Technology or a related field with 2 years of experience in IT support, PC support, or relevant work experience; alternatively, a High School Diploma/GED with 4 years of relevant experience.
A bachelor’s degree in Information Technology or a related field combined with 2 years of relevant IT support experience is preferred.
Working knowledge of Microsoft products, including Word, Excel, PowerPoint, and Outlook.
Familiarity with Skype and VPN connections.
Strong technical troubleshooting and problem-solving abilities.
Excellent written and verbal communication skills.
Ability to work effectively as part of a collaborative IT support team.
Strong attention to detail and ability to document technical issues clearly and accurately.
Customer-focused approach with the ability to communicate technical information effectively to end users.
Ability to work independently when troubleshooting while knowing when to escalate more complex incidents.
Legal authorization to work in the United States is required on the first day of employment; sponsorship is not available.
Ability to complete required pre-employment screening, including criminal background and education verification, as applicable.