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Technology Support Associate

2 months ago

Jacksonville, Florida, United States ARC Group Full time
Job Overview

Position: Technology Support Associate
Location: Remote (Must reside in EST or CST time zones)

ARC Group is in search of a Technology Support Associate for a prominent Fortune 500 organization. This position is tailored for individuals with a minimum of one year of experience in assisting internal staff within a remote support environment, particularly those familiar with ticketing systems.

This role begins as a contract position with the potential for extension or transition into a permanent role. Candidates requiring sponsorship now or in the future are not eligible to apply.

Key Responsibilities

The Technology Support Associate will play a crucial role in identifying and resolving technical issues through direct user engagement. Responsibilities include:

  • Delivering assistance to users via phone, instant messaging, and ticketing platforms.
  • Under guidance, troubleshooting and resolving fundamental issues related to desktop, server, mainframe, remote connectivity, and telephony systems.
  • Efficiently analyzing, documenting, and addressing user inquiries and requests.
  • Escalating intricate issues to senior Technology Specialists as necessary.
  • Documenting and directing level 2 and level 3 issues/requests to the appropriate teams, aiding in problem identification and service restoration.
  • Utilizing available scripts and tools to assist users effectively.
  • Contributing to and updating departmental documentation as required.
Qualifications
  • Education: Preferred Bachelor's degree; high school diploma required.
  • Location: Must reside in the Eastern or Central Time Zone, with a preference for the Eastern Time Zone.
  • Experience: At least one year of experience in desktop/helpdesk support, assisting internal personnel and resolving ticketing issues in a virtual or in-person support environment.
  • Ticketing Tools: Candidates should specify the ticketing tools they have utilized in their applications.
  • Application Note: Candidates requiring sponsorship now or in the future, or those represented by a C2C (Bench/3rd Party) recruiter, will not be considered.

ARC Group is recognized as a top-tier recruiting and executive search firm, dedicated to connecting clients with exceptional technical talent. Our success stems from our commitment to understanding the needs and goals of both candidates and clients, ensuring a partnership built on integrity and mutual success.