Customer Support Technician

Position Summary

Responsible for supporting technology hardware and software systems in an enterprise environment. Provides in-person and remote technical support to customers and assists with a wide variety of responsibilities, including asset tracking, detailed documentation, installation, configuration, remediation, and troubleshooting of IT resources. Provides high-quality technology support with clear and concise communication, strong follow-through, and a customer-focused approach.

Job Responsibilities

• Install and configure computer hardware, software, systems, mobile devices, printers, and scanners.
• Assist with coordinating audiovisual setups and video conferencing support.
• Support virtual meeting applications such as Microsoft Teams, Zoom, GoTo, and similar platforms.
• Provide support for audiovisual equipment, including Microsoft Teams Rooms and related technology.
• Monitor and maintain computer systems using tools such as Active Directory and Microsoft Endpoint Configuration Manager (MECM).
• Identify and diagnose hardware, software, and network-related problems and develop plans to resolve, repair, or replace resources as needed.
• Recommend strategies and solutions to improve efficiency, productivity, and technology operations.
• Provide technical support for Microsoft 365 applications, including Outlook, Excel, Word, and Teams, as well as Windows 10/11 environments.
• Collaborate with other areas of the IT department on projects, initiatives, and technology implementations.
• Maintain accurate documentation, asset records, and support information.
• Provide technical support at remote locations as needed.
• Participate in after-hours evening and weekend on-call rotations.
• Perform other duties as assigned.
• Ability to lift up to 50 pounds.

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Hours of Operation

• Onsite hours of operation are between 7:00 AM and 6:00 PM, Monday through Friday.
• Participation in an after-hours evening and weekend on-call rotation is required.

Required Skills & Qualifications

• Enterprise IT experience preferred.
• High school diploma or equivalent required; additional certifications or relevant education are a plus.
• Ability to quickly learn new systems, applications, and technologies in a fast-paced environment.
• Strong problem-solving, critical-thinking, and analytical skills.
• Ability to adapt to changing priorities and technology environments.
• Ability to manage multiple priorities and work independently or as part of a team.
• Strong organizational and time-management skills.
• Ability to perform effectively in high-pressure situations.
• Strong written and verbal communication skills.
• Customer-focused approach with excellent follow-through and attention to detail.