The Role

The Technical Support Representative (Help Desk) – Software / Desktop Support provides technical assistance to end users with a focus on software, operating systems, and desktop-related issues. This role may operate at an L1 or L2 level depending on experience and is responsible for troubleshooting, documenting, and resolving incidents while escalating more complex issues as needed.

Responsibilities

• Provide L1/L2 software and desktop support to end users via phone, email, and other electronic media.

• Troubleshoot and resolve operating system, application, and desktop-related issues.

• Assist users with system access, configurations, and general software usage.

• Document all incidents, requests, and resolutions in the ticketing system.

• Follow established procedures and escalate complex issues when required.

• Contribute to the knowledge base by documenting common issues and solutions.

• Provide phone coverage for technical service, internally and externally.

• Maintain clear communication with users regarding issue status and resolution.

• Perform other related tasks required to manage incoming software support requests.

Requirements

• High school diploma or equivalent required.

• Certificate from a college or technical school or equivalent experience.

• Experience in IT support, help desk, desktop support, or software support (L1 or L2).

• Knowledge of operating systems and end-user applications.

• Familiarity with desktop environments.

• Ability to troubleshoot issues and document work clearly.

• Strong communication skills and a customer-service-oriented mindset.