Position Details

Salary $15 – $16 USD / year

Type Not Specified

Experience entry

Exp. Years Not specified

Education Not specified

Category IT Support & Helpdesk

About this role

The Support Agent is the first point of contact for clients needing technical assistance. The role provides phone, chat, and on-site support, triages and troubleshoots straightforward issues, and helps with basic hardware setup, repairs, and inventory management.

Key Responsibilities

Answer incoming support calls promptly and professionally
Respond to client support requests via chat in a timely manner
Gather accurate and detailed information to facilitate efficient issue resolution
Triage support requests, performing initial troubleshooting and resolving straightforward issues where possible
Assist in-house on the workbench with physical hardware setup, repairs, and inventory management

Technical Overview

This position emphasizes client support while operating with HIPAA compliance requirements and cybersecurity best practices. It also expects working knowledge of Microsoft Office Suite, Microsoft 365 fundamentals, SharePoint Online essentials, and Office 365 administration, alongside basic hardware troubleshooting and issue documentation.

Ideal Candidate

The ideal candidate is an entry-level IT support professional with strong customer service skills and foundational technical knowledge. They can handle phone and chat support, perform basic troubleshooting and hardware setup/repairs, and consistently follow security and compliance protocols including HIPAA requirements. Familiarity with Microsoft Office Suite, Microsoft 365 fundamentals, SharePoint Online essentials, and Office 365 administration is expected.

Must-Have Skills

HIPAA compliance requirements relevant to client environmentscybersecurity best practices and security policiesMicrosoft Office SuiteMicrosoft 365 fundamentalsSharePoint Online essentialsOffice 365 administrationeffective verbal and written communication skillsability to gather detailed technical information and accurately document issueswillingness to travel to client sites for onsite supportstrong attention to detailability to follow security and compliance protocols

Tools & Platforms

Microsoft Office SuiteMicrosoft 365SharePoint Onlinephonechatemail

Required Skills

HIPAA compliancecybersecurity best practicesMicrosoft Office SuiteMicrosoft 365 fundamentalsSharePoint Online essentialsOffice 365 administrationphone supportchat supportissue triageinitial troubleshootingbasic hardware taskshardware setuphardware repairsinventory managementsecurity and compliance protocolsemail etiquettewriting skills

Hard Skills

HIPAA compliancecybersecurity best practicesMicrosoft Office SuiteMicrosoft 365SharePoint OnlineOffice 365 administrationphone supportchat supportbasic hardware taskshardware setuphardware repairsinventory managementon-site technical supportsecurity and compliance protocolsissue triagebasic troubleshootingissue documentation

Soft Skills

timely supportcourteous supporteffective verbal communication skillseffective written communication skillsemail etiquettewriting skillscustomer service orientationattention to detailability to gather detailed technical informationaccurate documentationfollowing security and compliance protocolsprofessionalism

Industry & Role

Industry Consulting

Job Function Provide first-line client IT support via phone, chat, and on-site visits while triaging issues and performing basic hardware assistance.

Role Subtype IT Support Specialist

Tech Domains Microsoft 365, SharePoint

Keywords for Your Resume

Support AgentSupporttechnical assistancephone supportchat supportonsite visitsonsite supportissue triageinitial troubleshootingbasic hardware taskshardware setuphardware repairsinventory managementHIPAA compliancecybersecurity best practicesMicrosoft Office SuiteMicrosoft 365 fundamentalsSharePoint OnlineOffice 365 administrationsecurity and compliance protocolsemail etiquettewriting skills

Deal Breakers

Must be willing to travel to client sites for onsite support, Must be able to follow security and compliance protocols (including HIPAA compliance requirements), Must have foundational proficiency with Microsoft Office Suite, Microsoft 365 fundamentals, and SharePoint Online essentials

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