Tier-1 Technician

Job Description

Job Description

KLC Consulting, Inc .

Requirement for:      Tier-1 Support Technician– Boca Raton, FL

Contact:                     Maggie Manning:

Client:                         Florida Department of Transportation, Boca Raton

Due Date:                   September 25, 2026 by 2pm EST

Term:                         Through 6/30/2027 with possible renewal, based on excellence in work provided, need and budget availability.

Location: Boca Raton

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

General Characteristics: 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.

BACKGROUND CHECK REQUIRED: Requires a Level 1 background check prior to their start date. 

Job Responsibilities:

·         Install and configure computer hardware, software, systems, mobile devices, printers, and scanners.

·         Assist in coordinating audiovisual setups and providing video conferencing support.

o   Preferred: Knowledge of virtual meeting applications (MS Teams, Zoom, GoTo, etc.).

o   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.

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 FDOT 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.

Submissions Must Include

1.      Candidate Resume(s) Include relevant experience, certifications, education, etc. related to the services requested in the Scope of Services.

2.      Education, Experience and Skills Matrices

3.      References Provide three (3) clients for which similar services were performed within the past three (3) years.

4.      Exhibit E - Resume Self-Certification Form

Must Complete the following Education, Experience, and Skills Matrices

Education

Degree / Date

University / School

High school diploma or equivalent; relevant degrees, certificates, or additional education are a plus.

Certification

Certification # / Date

Certifier / Trainer

Required Skills

Years of Experience

Year Skills Last Used

Skill Level

(See Below)

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.

Job Responsibilities

Years of Experience

Year Skills Last Used

Skill Level

(See Below)

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.

Job Responsibilities

Yes / No

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.