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Technical Support Representative/Social Media Help Desk

Location: Rockville Region
Category: Information Technology
Employment Type: Contract

We are currently hiring for a Technical Support Associate to provide Tier 1 and 2 level technical support live to our end users. Ideal candidate will have strong communication (written and verbal), problem solving and customer service skills.



  • Tracking, configuration, installation, maintenance, troubleshooting, and/or access administration of end user computing devices, related applications and peripherals (including laptops, mobile devices, workstation operating systems, and related network).
  • Provide best-in-class customer service to meet the desktop technology needs of end-users
  • Work to proactively understand end-user computing and desktop technology needs.
  • Take ownership of and accountability for technical issues while maintaining a high level of client satisfaction through effective communication and prompt resolutions
  • Provide quick response and utilize problem solving skills to resolve issues/needs via telephone, email and desk-side support.
  • Execute and/or support the imaging, installation deployment or troubleshooting of desktops, laptops, mobile devices, operating systems, application software, IP phones, printers and peripherals (new and upgrades) on both a one-off and project basis
  • Manage thorough and timely set-up of computing equipment for new and existing end-users
  • Coordinate with team members to ensure prompt resolution and appropriate hand-off; troubleshooting, and diagnosis of issues
  • Document, track and monitor requests/problems and actions per defined processes ensuring timely resolution and end-user satisfaction
  • Identify opportunities for process improvement with regard to Technology user support processes and policies.
  • Provide first level cabling configuration and support for network and phone issues including but not limited to, punch down and cable patching.



  • 1-2 years of directly applicable IT support (Service Desk or Hardware Support)
  • Social media/live technical support experience (FaceBook, LinkedIn, Twitter, Reddit)
  • Strong customer service
  • Valid driver's license
  • Strong oral and written communication skills
  • Strong prioritization and problem-solving
  • Team oriented with strong interpersonal skills
  • Proven ability to act with a sense of urgency while maintaining composure and professionalism during potentially emotional critical situations
  • Knowledge of desktop/laptop PCs, enterprise printers, and peripherals
  • Basic knowledge of networking
  • A+, Network+ certifications preferred