Customer Support Technician

Key Responsibilities

• Provide computer and user support including installation, configuration, upgrades, patches, and troubleshooting of hardware and software
• Monitor service ticket queues and resolve assigned tickets in a timely manner
• Install, configure, and troubleshoot audio-visual and video conferencing equipment
• Provide basic network and telephony support
• Support desktop, laptop, printer, and mobile device deployments
• Troubleshoot and perform minor repairs to hardware, software, and peripheral equipment
• Assist with audiovisual setup and video conference support for meetings and events
• Participate in annual inventory scanning and equipment surplus activities
• Install, configure, and update software applications and operating systems
• Participate in team meetings, projects, and departmental assignments
• Document technical issues, troubleshooting steps, and resolutions
• Travel to remote locations to resolve IT-related issues and deploy resources
• Read, understand, and follow departmental policies and procedures
• Perform other related duties as assigned

• High School Diploma or equivalent
• Minimum of one (1) year of experience in workstation hardware installation, maintenance, and technical support

• One (1) year of customer service and technical support experience with Microsoft Office 365 and Windows 10 or above
• Technical certifications such as CompTIA A+ or Network+ may substitute for six (6) months of experience
• Associate degree from an accredited college or university with at least 25% coursework in Information Technology-related studies

• Experience supporting desktop computers, laptops, printers, mobile devices, and peripherals
• Familiarity with Microsoft Office 365 and Windows 10/11 environments
• Ability to troubleshoot hardware, software, and peripheral issues using established procedures
• Basic knowledge of networking and telephony support
• Experience supporting audio-visual and video conferencing systems
• Ability to document technical solutions and maintain service records
• Strong customer service and communication skills
• Ability to work independently and collaboratively within a team environment
• Ability to lift up to 50 lbs. and work in varying physical conditions
• Ability to climb ladders, squat, stoop, push, crawl, and bend as required

• Initiative: Ability to organize workload, prioritize assignments, and meet deadlines with minimal supervision
• Communication: Strong verbal and written communication skills across technical and non-technical audiences
• Customer Service: Ability to assess customer needs and deliver effective technical support solutions
• Decision Making: Strong analytical and critical-thinking skills
• Flexibility: Ability to adapt to changing priorities, environments, and technologies
• Interpersonal
  
  Skills:
  
  Professional, courteous, and collaborative approach to team interactions
• Leadership: Ability to motivate and support team efforts when needed
• Problem Solving: Ability to identify issues, evaluate alternatives, and implement solutions effectively
• Team Building: Strong collaboration and teamwork skills
• Quality Assurance: Knowledge of quality control processes and continuous improvement practices