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.

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.