Customer Support Technician

Job Description

Job Description

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.

Job Responsibilities: 
• 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. 

Required Skills:
• 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.