Customer Support Technician

Job Title: Customer Support Technician - two (2) positions

These positions will be located at the Florida Turnpike Enterprise - Pompano Operations Center, Pompano Beach, FL 33069

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

• 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.

• 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.

Note: As a member of the technology team, they must be able to be contacted to respond to requests and incidents. The vendor is required to provide the Staff Augmentation Member with a smartphone with data service that complies with FDOT agency security requirements. Smartphones must be capable of receiving security updates from the manufacturer or carrier and must be maintained throughout the Staff Augmentation Member's tenure at the agency.

The Staff Augmentation Member will use mobile applications such as Outlook, Teams, and Service Now, which should also be kept up to date through the appropriate application store.