Customer Support Technician

Job Description

Job Description

Description

This person is responsible for up to Tier II software and hardware support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application, hardware and software problems.

Job Description

This person is responsible for Tier I software and hardware support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application, hardware and software problems.

***Positions Summary***: The IT Desktop Support (Advanced) position is responsible for providing expert level technical support, managing complex IT issues, and ensuring the stability and security of end user computing environments. This role involves advanced troubleshooting, IT infrastructure support, process automation, and mentoring junior IT staff.

Job Responsibilities:

Mentor Junior IT Staff and provide end-user training on new technologies

Assist in File restores Work with IT Infrastructure for basic network status and port activation

Escalate and collaborate with IT Team lead on critical incidents

Diagnose and resolve high level technical issues related to hardware, software, and network infrastructure

Assists in coordinating and escalation of audiovisual setups and video conferencing support

o Virtual Meeting Applications knowledge preferred (MS Teams, Cisco Webex, Zoom, GoTo, etc.)

o Audiovisual Equipment knowledge preferred (Microsoft Teams Rooms certified equipment)

Manage and remediate workstations with security vulnerabilities via Microsoft Endpoint Configuration Manager (MECM), and Qualys

Participate in after-hours (evening & weekend) on-call rotation

Manage or support IT projects, ensuring successful implementation, timely delivery, and alignment with business objectives

Contribute to and finalize internal documentation, ensuring processes are clearly outlined for future reference by IT staff

Travel to remote locations to provide support, as needed

Perform other duties as assigned

Required Skills:

High school diploma or equivalent; additional certifications or relevant education is a plus.

IT Enterprise experience is preferred

Minimum two years experience in customer service and quality assurance.

Previous experience using a ticketing system that manages support requests and monitoring trends.

Experience with scripting and automation.

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

Excellent problem-solving and communication skills.

Strong technical troubleshooting skills with hardware and software issues.

Understanding help desk processes and service management principles.

Onsite hours of operation are between 7:00 am and 6:00 pm, Monday through Friday.

Ability to lift up to 50 pounds

Skills

Desktop, Customer support, Technical support, Help desk, Help desk support, Troubleshooting, Active directory, audio visual support, hardware troubleshooting, software troubleshooting, systems support, network administration

Top Skills Details

Desktop,Customer support,Technical support,Help desk,Help desk support,Troubleshooting,Active directory,audio visual support,hardware troubleshooting,software troubleshooting

Additional Skills & Qualifications

Education: Associates or Bachelors Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.

Experience: 1 to 3+ years of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.

Complexity: Intermediate level role. Provides Tier 2 support of low to medium complexity. Functions, somewhat independently, under general direction of more senior customer service representatives, supervisors or managers. Generally follows documented procedures and checklists.

Experience Level

Intermediate Level

This is a Contract position based out of Pompano Beach, FL.

The pay range for this position is $22.00 - $27.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

This is a Contract position based out of Pompano Beach, FL.

This position is anticipated to close on Nov 10, 2026.

This is a fully onsite position in Pompano Beach,FL.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.