About this role
Wheelhouse IT seeks a Support Agent to serve as the first point of contact for clients needing technical assistance. The role handles phone and chat support, triages and troubleshoots straightforward issues, assists with basic hardware tasks, and travels onsite as needed.
Key Responsibilities
- Answer incoming support calls promptly and professionally
- Respond to client support requests via chat
- Triage requests and perform initial troubleshooting
- Assist with basic hardware setup and repairs on the workbench
- Travel onsite to client offices as needed and document issues according to process/SLA
Technical Overview
You will support clients across phone, chat, and onsite visits while performing initial troubleshooting and triage. The core tooling includes Microsoft Office Suite, Microsoft 365 fundamentals, SharePoint Online essentials, and Office 365 administration, with a strong emphasis on HIPAA compliance and cybersecurity best practices.
Ideal Candidate
The ideal candidate is an entry-level IT professional who is comfortable being the first point of contact for client technical issues. They can handle phone and chat support, perform initial troubleshooting and triage, document issues clearly, and assist with basic hardware tasks while following HIPAA and cybersecurity compliance expectations.
Must-Have Skills
first point of contact for clients seeking technical assistancesupport calls promptly and professionallyrespond to client support requests via chattriage support requests and perform initial troubleshootingassist with basic hardware tasksgather detailed information for issue resolutionadhering to security and compliance standardsHIPAA compliance requirements awarenesssecurity and compliance protocols awarenessMicrosoft Office SuiteMicrosoft 365 fundamentalsSharePoint Online essentialsOffice 365 administrationability to travel onsite to client sitesability to document issues accurately
Nice-to-Have Skills
experience with onsite supportadvanced SharePoint Online administration
Tools & Platforms
Microsoft Office SuiteMicrosoft 365SharePoint OnlineOffice 365 administration
Required Skills
Answer incoming support callsRespond via chatGather detailed informationTriage support requestsInitial troubleshootingTravel onsite to client officesBasic hardware setuprepairsinventory managementHIPAA compliance requirements awarenesscybersecurity best practicesMicrosoft Office SuiteMicrosoft 365 fundamentalsSharePoint Online essentialsOffice 365 administrationemail etiquettewriting skillsaccurately document issuesfollow security and compliance protocols
Hard Skills
technical supportsupport callssupport via phonechatand onsite visitsissue triageinitial troubleshootingbasic hardware setuphardware repairsinventory managementHIPAA compliance requirementscybersecurity best practicessecurity policiesMicrosoft Office SuiteMicrosoft 365 fundamentalsSharePoint Online essentialsOffice 365 administrationwriting skillsemail etiquetteaccurate issue documentationproblem resolution
Soft Skills
passionate and driventimely and courteous supportstrong communication fundamentalsverbal and written communicationability to gather detailed technical informationability to follow security and compliance protocolsstrong attention to detailcustomer service orientation
Keywords for Your Resume
Support Agentfirst point of contacthelp desktechnical assistancesupport callsphone supportchat supportonsite visitstriageinitial troubleshootinghardware setuphardware repairsinventory managementHIPAA compliancecybersecurity best practicessecurity policiesMicrosoft Office SuiteMicrosoft 365SharePoint OnlineOffice 365 administrationemail etiquettewriting skillscustomer serviceproblem resolutiondocument issues accuratelytravel to client sitestechnical supporttroubleshootingonsite support
Deal Breakers
Ability and willingness to travel onsite to client sites, Must follow security and compliance protocols (including HIPAA compliance requirements awareness), On-site work requirement
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