Technical Support Representative

Are you a natural problem solver who loves technology and enjoys helping people?

Whether you're an experienced IT professional looking for your next opportunity or a technician early in your career looking for a place to grow, Castle Technology Partners wants to meet you.

We're looking for a Help Desk/Technical Support Technician to join our growing team. This role is a great fit for someone who enjoys troubleshooting, working directly with clients, and being part of a team that takes pride in delivering exceptional technology support.

At Castle, we understand that great technicians come from different backgrounds. We're more interested in your ability to think critically, communicate effectively, solve problems, and continue learning than in checking every box on a list.

If you have years of experience, we'd love to put that experience to work. If you're newer to IT but have the drive and technical curiosity to become a great technician, we'll help you get there.

As a Technical Support Technician, you'll work directly with our clients and technical team to keep businesses running smoothly. Your day-to-day responsibilities may include:

• Serve as a trusted first point of contact for client technology needs
• Provide technical support by phone, email, chat, and onsite when needed
• Diagnose, troubleshoot, and resolve hardware, software, networking, and other technology issues
• Create, document, and manage support tickets in accordance with service level expectations
• Clearly document troubleshooting steps, resolutions, and client-specific information
• Escalate complex issues to senior team members when appropriate
• Assist with new technology installations, upgrades, and implementations
• Perform proactive and preventative maintenance
• Monitor scheduled reports and identify potential issues before they become problems
• Work collaboratively with other technicians and team members
• Continue developing your technical knowledge and stay current with evolving technology

We're looking for someone who is:

• A problem solver who enjoys figuring out how things work
• Customer-focused and understands that great IT support is about people as much as technology
• A strong communicator who can explain technical issues clearly to both technical and non-technical users
• Curious and eager to learn, regardless of your current experience level
• Team-oriented and willing to jump in and help when the team needs it
• Organized and detail-oriented, especially when it comes to documentation
• Adaptable and comfortable managing multiple priorities
• Accountable and committed to following through on client issues
• Confident enough to troubleshoot independently, but humble enough to ask for help when needed

• High school diploma
• Valid driver's license and clean driving record
• Experience working with Windows environments
• Strong customer service and communication skills
• Strong analytical and problem-solving abilities
• Ability to prioritize and manage multiple tasks
• Genuine interest in technology and continued professional development

• Previous IT, Help Desk, Desktop Support, or MSP experience
• Microsoft 365 / Microsoft Office experience
• Mac / macOS support experience
• Networking and troubleshooting experience
• Experience with cybersecurity tools and best practices
• Experience working with ticketing or PSA systems
• IT certifications or technical training
• Experience supporting multiple businesses or client environments
  

At Castle Technology Partners, we're building a team of people who care about technology, their clients, and each other. You'll have the opportunity to work with a variety of businesses, technologies, and challenges rather than doing the same thing every day. We encourage our team members to keep learning, take on new challenges, and grow their careers within Castle. If you're ready to join a team that takes technology seriously, but doesn't take itself too seriously, apply today.

Learn more about Castle Technology Partners at castletechnologypartners.com.