Technical Customer Support Representative

Technical Customer Support Representative Location: On-site in Clinton, TN Responsibilities Provide technical support for software, hardware, and network issues via phone, email, and social media tools. Walk users through solutions using remote diagnostic techniques and clear, step‑by‑step communication. Review and prioritize support requests, troubleshoot technical issues, and escalation complex cases as needed. Support users with requests for information and provide guidance on IT systems and databases. Maintain network records and assist with documentation, diagrams, and basic system configurations. Collaborate with cross‑functional technical teams to resolve service interruptions and improve performance. Shift Schedule: This position requires weekend dayside availability with the following shifts: two 12‑hour shifts on Saturday and Sunday, and two 8‑hour shifts on Thursday and Friday. Candidates must be able to rotate shift times as needed. Qualifications High School diploma or equivalent and 2‑4 years experience. U.S. Citizenship required. Must have the ability to obtain/maintain a DHS Entrance on Duty (EOD) clearance. Technical Customer Support experience. Experience supporting Office 365 and common IT platforms. Ability to troubleshoot technical issues. Strong writing and communication skills. Problem‑solving ability to diagnose and resolve basic technical issues. Ability to work rotating shifts as needed. Preferred Qualifications Relevant DHS focused experience. Possess attention to detail and follow‑through. High level of professionalism and ability to maintain confidentiality. Demonstrates eagerness to learn and flexible with the ability to multi‑task. Detail‑oriented, reliable, and organized with the ability to multi‑task effectively. Professionalism, discretion, and a commitment to maintaining confidentiality. Ability to be flexible, multi‑task and organize priorities in a fast‑paced work environment, while maintaining a high level of focus and accuracy. Physical Requirements Ability to spend 4+ hours per day on your feet, often walking long distances throughout airport and office environments to support customer equipment. Ability to lift 40‑50 pounds when installing IT equipment. Ability to push/pull carts to transport equipment. Ability to kneel, bend, and reach under desks to connect or repair cabling, and connect patch cables from patch panels to network switches. Physical activity may include climbing ladders, stooping, kneeling, crouching, reaching, walking, pushing, pulling, lifting, grasping, and using hand tools. Required to have close visual acuity to perform activities such as viewing a computer terminal. Subject to hazards such as proximity to moving mechanical parts, moving vehicles, and electrical current. EEO Statement Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law. #J-18808-Ljbffr