Technical Support Representative - IT Help Desk

For over 35 years, Peak Technologies has been at the forefront of providing end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes.

Responsible for providing technical support and assistance to end-users within our organization.

You will respond to inquiries, diagnose, and troubleshoot technical issues, and provide timely solutions to ensure the smooth operation of our systems and technology infrastructure.

• Respond to incoming support inquiries via phone, email, or ticketing system in a timely and courteous manner.
• Analyze and troubleshoot technical issues reported by end-users, including hardware, software, and network problems.
• Provide effective solutions to technical issues, guiding end-users through corrective steps or performing remote troubleshooting.
• Escalate unresolved issues to appropriate IT personnel or vendors for further investigation and resolution.
• Assist with the installation, configuration, and deployment of software applications and updates.
• Document support tickets, resolutions, and procedures to build a knowledge base for future reference and training.
• Provide basic training and assistance to end-users on software applications, systems, and IT best practices.
• Monitor system performance and security to identify potential issues or vulnerabilities proactively.
• Conduct routine maintenance tasks such as system updates, patches, and backups.
• Follow established IT policies, procedures, and guidelines to ensure compliance and security.