Technology Support Associate

2 weeks 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, coupled with proficiency in ticketing systems.

This role is initially a contract opportunity, with the potential for extension or transition to a permanent position. Please note that candidates requiring sponsorship or represented by a third-party recruiter will not be considered.

Key Responsibilities

The Technology Support Associate will be tasked with identifying and resolving technical issues through user interactions, which include:

  • Delivering assistance to users via phone, instant messaging, and ticketing platforms.
  • Under guidance, troubleshooting and addressing basic concerns related to desktop, server, mainframe, remote connectivity, and telephony applications/hardware.
  • Efficiently analyzing, documenting, and resolving user inquiries and requests.
  • Escalating more complex issues to senior Technology Specialists as necessary.
  • Documenting and directing level 2 and level 3 issues/requests to the appropriate teams, aiding them in diagnosing problems or implementing solutions to restore services.
  • Utilizing available scripts and tools to assist users effectively.
  • Contributing to and updating departmental documentation as required.
Qualifications
  • Education: Preferred Bachelor's degree; a high school diploma is required.
  • Location: Candidates 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 staff and resolving ticketing issues in a virtual or in-person support environment.
  • Ticketing Tools: Candidates should specify the ticketing tools they have utilized when applying.
  • Application Note: Candidates requiring sponsorship or represented by a third-party recruiter will not be considered.

ARC Group is recognized as a top recruiting and executive search firm, committed to connecting clients with high-quality technical talent. Our success is rooted in understanding the needs and aspirations of both our candidates and clients, and serving them with integrity and a shared vision for success.



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