WFH IT Support Representative (Entry Level)

Position Overview

As a Work From Home (WFH) IT Support Representative, you will provide first-level technical support to employees by resolving hardware, software, network, and account-related issues. You'll troubleshoot technical problems, assist with computer setup and configuration, document support requests, and help ensure employees have the technology they need to perform their jobs efficiently. This role requires excellent communication skills, a customer-first mindset, and the ability to troubleshoot technical issues while working independently in a fully remote environment.

Key Responsibilities

• Provide first-level technical support via phone, email, chat, and remote support tools.
• Troubleshoot hardware, software, printer, network connectivity, VPN, and application issues.
• Aid users with password resets, account access, multi-factor authentication, and system login issues.
• Install, configure, and support Windows operating systems, Microsoft 365 applications, and approved business software.
• Escalate complex technical issues to senior IT personnel when necessary.
• Perform routine system updates, software installations, and workstation configurations.
• Maintain accurate contact and alert lists for team and customer communications.
• Assume ownership for critical problems with proactive communication and follow-through to completion.

Qualifications

• A high school diploma or equivalent required; an Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field is a plus.
• Previous customer service, help desk, technical support, or IT experience is preferred but not required.
• Basic knowledge of Windows 10/11, Microsoft 365, Outlook, Teams, and common desktop applications.
• Familiarity with remote desktop tools, VPN connectivity, and basic networking concepts is preferred.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written, verbal, and interpersonal communication skills.
• Strong attention to detail with the ability to manage multiple priorities.
• Ability to learn new technologies quickly and adapt to changing business needs.
• Self-motivated and capable of working independently in a fully remote environment.
• Reliable high-speed internet connection and a dedicated home workspace.

What We Offer

• Competitive salary and comprehensive benefits package.
• Medical, Dental, and Vision Insurance.
• 401(k) Retirement Savings Plan with company match.
• Paid Time Off, Sick Leave, and Company Holidays.
• Fully remote work-from-home opportunity.
• Paid training and comprehensive onboarding.
• Career advancement and professional development opportunities.
• Employee wellness and assistance programs.
• Collaborative, supportive, and inclusive team culture.
• Company-provided technology and equipment (where applicable).

Why AmericanElectric?

• We believe in investing in our people by providing ongoing training, career development, and opportunities for growth.
• We are proud to be an Equal Opportunity Employer and are committed to creating an inclusive workplace where everyone is treated with respect and dignity.
• We are dedicated to delivering reliable service and innovative solutions to keep our employees connected and our business moving forward.