Technical Support Representative

Agency Insurance Company of Maryland (AIC)Hanover, MD, United States

job_description.job_card.variable_days_ago

serp_jobs.job_preview.job_type

serp_jobs.job_card.full_time

job_description.job_card.job_description

Technical Support Representative

The Technical Support Representative will be a primary point of contact for desktop and application support at AIC. They will provide technical assistance to end-users and customers, manage support queues, and collaborate with IT staff and vendors to resolve issues.

Essential Job Functions

Monitor and respond to incoming requests via phone queues and the ticketing system, ensuring timely and professional support.
Provide first-level technical support to internal staff and external customers, resolving issues when possible and escalating as needed.
Gather and document detailed problem information, including user-reported steps and troubleshooting performed.
Troubleshoot basic hardware, software, and network issues before escalating to higher tiers.
Ensure all support requests are logged in the ticketing system for tracking, reporting, and trend analysis.
Follow established daily, weekly, and monthly operational checklists.
Assist with deploying and configuring PCs and software.
Configure and support VoIP telephones and software for deployment to end users.
Install and configure standard business applications and provide basic printer / peripheral support.
Perform user onboarding and offboarding, including account creation / removal, access provisioning, and equipment handling.
Maintain clear, detailed documentation for troubleshooting steps and resolutions.
Adhere to defined service level agreements (SLAs) and company security / compliance policies.
Participate in training, process improvement activities, and other duties as assigned.

Experience and Educational Background

6–12 months of technical support or help desk experience in a business environment (required).

Strong interpersonal, customer service, and communication skills (verbal and written).

Solid analytical and problem-solving abilities, with the capacity to manage multiple tickets simultaneously.

Proficiency with Microsoft 365 Suite, Intune, and Windows operating systems.

Basic networking knowledge (e.g., IP configuration, connectivity troubleshooting).

Experience configuring and troubleshooting desktops, laptops, printers, and other networked equipment.

Ability to quickly learn new hardware, software, and processes.

Any college coursework, degrees, or IT certifications (e.g., CompTIA A+, Network+) are considered a plus.

Familiarity with software deployment, endpoint management, and VoIP systems is preferred.

Awareness of IT security best practices.

serp_jobs.job_alerts.create_a_job

Technical Support Representative • Hanover, MD, United States