IT Technical Customer Service Representative

(Multiple states)

Full Time

Entry Level

Position closes 12/12 @ 12pm

PRINCIPLE CHOICE SOLUTIONS
IT Technical Customer Service Representative

POSITION PURPOSE
The Technical Customer Service Representative is energetic, courteous, and willing to aid and supports internal associates requesting technical assistance. The individual is responsible for providing first level technical support and customer service to our clients via phone, email, and chat. The Technical Customer Service Representative will be the primary point of contact for customer support requests and will be responsible for documenting/identifying the technical issue, utilizing documentation to attempt to remediate the situation, and escalating to resolving technical issues while providing excellent customer service and building a positive rapport across a variety of personality types.

ORGANIZATION
This position reports to the IT Support Manager.

ESSENTIAL FUNCTIONS

Conducting every interaction with a customer focused courteous approach that will ensure first call or ticket resolution.
Provide technical support and customer service to clients via phone, email, and chat.
Diagnose and resolve basic technical issues related to software, hardware, and networking such as Office365, Five9 triage, potential trends/patterns for system outages, internet connection speeds, and basic peripheral troubleshooting to include Office365 and Windows updates. Software quick repairs to include up to uninstall/reinstall and triage based on known documentation.
Improving system operations on basic hardware components such as, free from dust/debris, PC noise issues, determining port issues, or poor sound quality.
Escalate complex issues to tier 2 team technical staff to include the following: Extended Office repairs, System replacements, adjustment in multiple PC specific settings, running command prompts, extended call lasting 30 minutes with no resolution, or identifying 3 or more tickets within 60 time for the same associate.
Creation of new hire accounts: Azure, Strive and the appropriate training branch.
IT Welcome to PCS New Hires and ownership of Orientation Support.
Assist in the testing and validation of software updates and new releases.
Work with cross-functional team members to ensure timely resolution of customer issues.
Manage inventory of inventory peripherals and swag by stocking and regularly providing this information to the IT Support Manager.
Continually maintaining a working knowledge of our processes and procedures to enhance customer satisfaction.
All other duties as assigned.

KNOWLEDGE & EXPERIENCE

High School Diploma or GED required.
1-2 years’ experience in providing outstanding customer service in a professional office environment.
1 year experience using a ticketing system.
Basic hardware and software troubleshooting skills
Basic technical knowledge and proficiency of Windows 11 and Office 365 Product Site.
Strong attention to detail, dependability and follow through
Excellent verbal and written communication skills
High sense of urgency with excellent researching abilities
Fundamental IT Certification preferred
Must be a U.S. citizen; work sponsorship is not available.

MACHINES & EQUIPMENT
The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as a copier and fax machines.

PHYSICAL REQUIREMENTS
Must be able to lift and carry up to 50 pounds. Must be able to talk, listen, and speak clearly on the telephone.

WORKING CONDITIONS
The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required. Periodic times working at the office site may be required.

Security and privacy training will be provided as part of this role to protect the confidentiality, integrity, and availability of PCS’ associate and customer data.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Principle Choice Solutions is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, parental status, national origin, disability, genetic information, political affiliation, protected veteran status, sexual orientation, gender identity or expression, or any other non-merit-based factors or characteristic protected by federal, state, or local laws.

Apply for this position

Required*

First Name*

Last Name*

Email Address*

Phone*

Address

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

This role is currently available only in select states. Please indicate your state of residence from the list provided.*

Are you a U.S. Citizen?*

Do you have basic technical knowledge and proficiency of Windows 11 and Office 365 Product Suite?*

How many years of IT customer service experience do you have?*

What is your desired salary range for this position?*

Have you ever been employed by Principle Choice Solutions or Signature Performance?*

Were you referred to Principle Choice Solutions by anyone?*

If yes, give their name/names

The following questions are entirely optional.

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.

Gender

Race/Ethnicity

Voluntary Self-Identification of Disability

Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury

Please check one of the boxes below:

YES, I HAVE A DISABILITY, OR HAVE HAD ONE IN THE PAST NO, I DO NOT HAVE A DISABILITY AND HAVE NOT HAD ONE IN THE PAST I DO NOT WANT TO ANSWER

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Name	Date

Human Check*

Submit Application

Thanks for visiting our Career Page. Please review our open positions and apply to the positions that match your qualifications.

IT Technical Customer Service Representative

Apply for this position

Thanks for visiting our Career Page.
Please review our open positions and apply to the positions that match your qualifications.