Customer Support Technician

Customer Support Technician

Location:

Boca Raton, FL (Onsite)
Duration: 12 months contract (with possible extension)
Work onsite during hours of operation between 7:00 a.m. and 6:00 p.m., Monday through Friday.

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.

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.

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.

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.

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.