The Role

The Technical Support Representative (Help Desk) – Hardware Support provides technical assistance to end users with a focus on hardware-related issues. This role may operate at an L1 or L2 level depending on experience and is responsible for troubleshooting, maintaining, and supporting end-user equipment while following established procedures and escalating complex issues when required.

Responsibilities

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

• Set up, configure, and maintain laptops, desktops, and peripheral equipment.

• Support new hire onboarding, office moves, and visiting staff with hardware needs.

• Troubleshoot and resolve hardware issues, including basic break/fix tasks.

• Maintain and track IT assets, peripherals, and loaner equipment.

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

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

• Escalate unresolved or complex issues following established escalation procedures.

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

• Perform other related tasks required to manage incoming hardware 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 hardware support (L1 or L2).

• Broad knowledge of PCs, laptops, and end-user hardware.

• Ability to follow procedures and document work clearly.

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

• Willingness to work hands-on and collaborate with other support teams.