Technical Support Admin – Help Desk

Technical Support Admin – Help Desk

Reports To: IT Supervisor

FLSA Status: Full-Time, Hourly / Non-Exempt

Hours: M-F (8am-5pm)

Position Summary:

The Technical Support Admin provides remote, phone-based technical support to commercial clients, troubleshooting basic to intermediate IT and system issues without onsite dispatch. This role includes assisting customers over the phone, work order creation, creating and managing customer accounts, as well as supporting other equipment and system configuration tasks remotely. This role requires strong troubleshooting ability, clear phone communication skills, and a customer-first approach to resolving issues efficiently. The Technical Support Admin works closely with the IT Supervisor, Project Managers, Technicians and Install Coordinators to ensure service requests are handled accurately and on schedule.

DEPS operates on EOS (Entrepreneurial Operating System) principles. The Technical Support Admin supports these through reliable performance, clear communication, and ownership of responsibilities.

Key Responsibilities:

Phone-Based Technical Support:

• Answer inbound calls and respond to service tickets, troubleshooting basic to intermediate technical issues with customers over the phone
• Walk customers through step-by-step diagnostics for network, hardware, and system issues
• Escalate complex or unresolved issues to field technicians or senior staff as needed
• Document call details, troubleshooting steps, and resolutions accurately in the CRM system

System Setup & Configuration:

• Set up and configure equipment remotely
• Assist with device provisioning, account setup, and basic system configuration tasks that can be completed without onsite visits
• Verify system functionality remotely where possible, coordinating with field technicians for onsite verification when needed

Customer Interaction & Service:

• Communicate professionally and patiently with customers, IT staff, and vendors over the phone
• Explain system operation, basic troubleshooting, and maintenance steps in clear, accessible terms
• Maintain a customer-focused approach that prioritizes reliability, security, and peace of mind

Coordination & Documentation:

• Coordinate with the IT Supervisor, Project Managers, and Install Coordinators on service requests requiring field support
• Maintain accurate documentation of account setups, configuration changes, and call resolutions
• Identify and communicate recurring issues, system trends, or customer concerns to appropriate staff

Quality & Accountability:

• Meet call-handling and service-level expectations for response time and resolution
• Follow company processes for work order documentation and escalation
• Demonstrate reliability, accountability, and professionalism in all customer interactions

Required Skills & Qualifications:

• Prior experience in technical/help desk support, networking, or related field (minimum 1–2 years preferred)
• Working knowledge of networking concepts, basic system troubleshooting, and remote support tools
• Familiarity with alarm/dialer systems (e.g., CLSS, AlarmNet) a plus; willingness to learn required
• Strong phone-based communication and active listening skills
• Ability to explain technical concepts clearly to non-technical customers
• Strong problem-solving skills and ability to triage issues by urgency and complexity
• Ability to pass a background check and drug screening
• Relevant IT certifications a plus but not required
• Must obtain and maintain active registration with the North Carolina Alarm Systems Licensing Board as required for role duties

Work Environment:

• In-office, help desk-based role; no onsite dispatch or field travel required
• Extended periods of phone use and computer work
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role, in accordance with the Americans with Disabilities Act (ADA)

Additional Information:

DEPS is a registered E-Verify participant.

DEPS is an Equal Opportunity Employer and does not discriminate on the basis of disability or any other protected status.

Expected hours: 40.0 per week

Work Location: In person

Salary : $38,876 - $53,053