Technical Support

About the role

We are seeking a customer-focused Technical Support Specialist for a role that combines IT troubleshooting with call center support. You will work directly with customers over the phone to troubleshoot Windows, software, hardware, and application issues while delivering a strong customer experience. This is a great opportunity for someone who enjoys both technology and working with people. Full training on the specialized systems is provided. This is a Contract position based out of Richlandtown, PA.

Responsibilities

• Provide IT and technical support in a call center environment.
• Handle approximately 13–15 customer support calls per day.
• Troubleshoot Windows, software, hardware, application, and basic database/file structure issues.
• Walk customers through technical problems and solutions over the phone.
• Explain technical information in simple, easy-to-understand terms.
• Manage frustrated or escalated customers professionally and confidently.
• Document issues and collaborate with internal technical teams when escalation is required.
• Learn and support specialized technology through a structured training program.

Qualifications

• Strong customer service and communication skills.
• Help desk, IT support, technical support, or call center experience preferred.
• Basic knowledge of Windows, computer hardware, software, and troubleshooting.
• Comfortable spending a significant portion of the day providing customer support over the phone.
• Ability to remain calm and professional during difficult customer interactions.
• Ability to take technical concepts and explain them to non-technical users.
• Associate degree, technical training, 1–2 years of related experience, or equivalent experience.

Skills

• Help Desk / IT Support
• Call Center Support
• Windows
• Hardware & Software Troubleshooting
• Application Support
• Technical Support
• Customer Service
• Basic Database/File Structure Knowledge
• A+ training or certification is a plus
• Cisco or Avaya experience is helpful but not required

Training

Approximately five weeks of technical training is provided.

Pay

The pay range for this position is $21.00 - $24.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)