Customer Support Technician

Title: Customer Support Technician

Location: Boca Raton, FL 33434 (Onsite)

Hire Type: Contract

Position Summary:

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

Job Responsibilities:

• Install and configure computer hardware, software, systems, mobile devices, printers, and scanners.
• Assist in coordinating audiovisual setups and providing video conferencing support.
• Preferred: Knowledge of virtual meeting applications (MS Teams, Zoom, GoTo, etc.).
• Preferred: Knowledge of audiovisual equipment (Microsoft Teams Rooms certified devices).
• Monitor and maintain computer systems using company-provided tools such as Active Directory and Microsoft Endpoint Configuration Manager (MECM).
• Identify and diagnose hardware, software, or network-related issues, and develop a plan to resolve, repair, or replace resources as needed.
• Recommend strategies to improve efficiency, including implementing new practices, devices, and/or software.
• Demonstrate proficiency in Office 365 applications, including MS Outlook, MS Excel, MS Word, MS Teams, and Windows 10/11.
• Collaborate with and assist other areas of the IT department on projects and initiatives.
• Work onsite during hours of operation between 7:00 a.M. and 6:00 p.M., Monday through Friday.
• Participate in after-hours (evening and weekend) on-call rotation.
• Travel to remote locations to provide support as needed.
• Perform other duties as assigned.
• Must be able to lift 50 pounds.

Required Skills:

• High school diploma or equivalent;
  relevant degrees, certificates, or additional education are a plus.
• 0–1 year of IT support experience with basic hardware, software, and troubleshooting knowledge;
  IT enterprise experience preferred.
• Ability to quickly learn new systems in a fast-paced environment.
• Strong problem-solving, analytical thinking, and adaptability.
• Able to manage multiple priorities and work independently or in a team.
• Effective under pressure, with strong organizational and time-management skills.
• Entry-level Tier 1 role supporting low- to medium-complexity issues.
• Works under general guidance from senior IT staff, following documented procedures and checklists.

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.

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.