Customer Support Technician
Location: Ocoee, FL
Duration: 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 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 client's 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 other clients' 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.
Note:
As a member of the technology team, they need the ability to be contacted to respond to requests and incidents. The vendor is required to provide the contractor with a smartphone with data service that complies with the client's agency security requirements. Smartphones must be able to receive security updates from the manufacturer or carrier and maintained throughout the contractor's tenure at the agency. The contractor will utilize mobile applications such as Outlook, Teams & ServiceNow, which should also be kept up to date through the platform application store.
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