Customer Support Technician

Title: Customer Support Technician

Location: - Ocoee, FL 34761 (Onsite)

Hire Type: Contract

Position Summary:

Responsible for supporting all technology hardware and software systems in our enterprise environment. Provide in-person and remote technical support to our customers. Assist in a wide variety of responsibilities including, but not limited to, asset tracking, detailed documentation, installation, configuration, remediation, and troubleshooting of IT resources. Provide top-tier service and support with clear and concise communication and follow-through.

General Characteristics:

Responsible for Tier I software and hardware support.

Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities.

Enters call data into a tracking system.

Escalates problems to higher level technical support professionals when necessary.

Assists in the resolution of application, hardware and software problems.

Job Responsibilities:

Installs and configures computer hardware, software, systems, mobile devices, printers, and scanners

Assists in coordinating audiovisual setups and video conferencing support

Virtual Meeting Applications knowledge preferred (MS Teams, Zoom, GoTo, etc.)

Audio visual Equipment knowledge preferred (Microsoft Teams Rooms certified equipment)

Monitors and maintains computer systems using company-provided tools, like Active Directory and Microsoft Endpoint Configuration Manager (MECM).

Identify and diagnose hardware, software, or network-related problems, and identify a plan to resolve, repair, or replace resources, as needed.

Recommend strategies to increase efficiencies which may include implementing new practices, devices, and/or software.

Proficiency in Office 365; MS Outlook, MS Excel, MS Word, MS Teams, and Windows 10/11

Collaborate and assist with other areas of the IT department on projects and initiatives

Onsite hours of operation are between 7:00 am and 6:00 pm, Monday through Friday

Participate in after-hours (evening & weekend) on-call rotation

Travel to remote locations to provide support, as needed

Perform other duties as assigned

Ability to lift 50 pounds

Required Skills:

IT Enterprise experience is preferred

High school diploma or equivalent; additional certifications or relevant education is a plus.

Ability to learn new systems and software in a fast-paced environment.

Strong problem-solving skills, critical and analytical thinking, and the ability to adapt to change.

Ability to manage multiple priorities and work independently or as part of a team.

Capacity to perform in high-pressure situations, with strong organizational and time-management skills.

Education:

Associate's or Bachelor's Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.

Experience:

0 to 1 year of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.

Complexity:

Learner/entry level role. Provides Tier 1 support of low to medium complexity. Functions, somewhat independently, under general direction of more senior customer service representatives, supervisors or managers. Generally follows documented procedures and checklists.