Technical Support Agent – Level 1

Location: City of Orange, California (On-site)

Core Responsibilities

·       Provide first-level support for internally developed software applications.

·       Receive, triage, and log support requests into the ticketing system.

·       Troubleshoot software and basic workstation issues before escalation.

·       Document incidents clearly and accurately with user confirmation.

·       Write and execute test cases for new or updated features prior to release.

·       Perform basic QA validation on delivered functionality.

·       Assist with hardware setup, workstation configuration, and peripheral support.

·       Coordinate with remote server administrators for infrastructure-level issues.

·       Maintain internal support documentation and knowledge base entries.

·       Escalate issues appropriately when beyond Level 1 scope.

Required Technical Skills

·       Experience with ticketing systems (Jira, Zoho, Zendesk, or similar).

·       Strong Microsoft Windows desktop troubleshooting skills.

·       Basic understanding of networking fundamentals (DNS, IP configuration, VPN, shared drives).

·       Familiarity with Agile environments.

·       Ability to reproduce issues and communicate technical findings clearly.

·       Basic understanding of software testing principles.

Nice to Have

·       Experience supporting internally developed business applications.

·       Exposure to SQL basics (reading simple queries or validating data).

·       Basic understanding of web applications (browser tools, caching issues).

·       Hardware troubleshooting (printers, scanners, workstation setup).

·       Experience working with remote infrastructure teams.