Customer Support Technician

Job Title:
Customer Support Technician

Location: FL - Ocoee, FL

Type: 6+ months with possible extension

Position Summary:

Responsible for supporting all user facing technology hardware and software systems for a remote location approximately 60 miles (Auburndale, FL) from Florida's Turnpike Headquarters (Ocoee, FL). 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. High visibility role

supporting agency VIP meetings and executive stakeholders. Frequent travel to other FDOT offices and remote locations is required.

Job Responsibilities:

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

• Assists in coordinating audio/visual setups and video conferencing support

• Perform pre-meeting audio/visual system checks and provide live support for executive and VIP meetings

• 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.

• 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

• Frequent travel to FDOT offices and/or remote locations to provide support required

• Perform other duties as assigned

• Ability to lift 50 pounds

Required Skills:

• IT Enterprise experience is required

• Audio/Visual equipment knowledge (Microsoft Teams Rooms certified equipment)

• Virtual Meeting Applications (Microsoft Teams, Zoom, GoTo, etc)

• Preparation, configuration, and support of Windows 11 systems, Active Directory, MECM

• Willingness and ability to travel frequently; valid driver's license and reliable transportation required

• High school diploma or equivalent; certifications preferred.

• Microsoft 365 Certified, CompTIA A+ or Network+, Teams Rooms or AVIXA fundamentals

• 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.