Principal Product Support Engineer serving as the primary technical liaison for federal customer teams. Focused on hands - on infrastructure support and troubleshooting across technology layers.
About the role
- Support Technician serving as the first point of contact for customers needing technical assistance. Responsible for troubleshooting basic IT issues via calls, emails, and chats.
Responsibilities
- Answer incoming support calls, emails, and chat requests to assist with IT issues.
- Provide first-level troubleshooting for common hardware, software, and network issues.
- Walk users through basic troubleshooting steps and document resolutions.
- Escalate complex issues to Tier II or other appropriate teams when necessary.
- Create and update support tickets in the helpdesk system, ensuring accurate documentation.
- Assist with password resets, account unlocks, and basic system access requests.
- Educate users on IT best practices to prevent recurring issues.
- Maintain a high level of professionalism and customer service in all interactions.
- Follow company policies, procedures, and service level agreements (SLAs).
Requirements
- High school diploma or equivalent (Associate’s degree or IT training preferred).
- 1+ year of experience in a customer service or IT support role (or relevant training).
- Basic knowledge of Windows, macOS, Microsoft Office, and common IT systems.
- Strong troubleshooting skills and ability to follow technical instructions.
- Excellent communication skills, both verbal and written.
- Ability to multitask and work efficiently in a fast-paced environment.
- Experience with a ticketing system (e.g., Zendesk, ServiceNow, or similar) is a plus.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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