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Customer Support Technician (Advanced)

Informatic Technologies Inc
  • Ocoee, FL
    30+ days ago

    Job Description


    About the Opportunity
    We are seeking a dedicated Customer Support Technician to provide comprehensive technical support for a state government agency at a remote location. This high-visibility role involves supporting executive stakeholders and VIP meetings while maintaining all user-facing technology systems. You'll be the on-site IT presence for a remote office, providing critical support and ensuring seamless technology operations for agency leadership and staff.

    Key Responsibilities
    Technical Support & Systems Management:
    • Install, configure, and maintain computer hardware, software, systems, mobile devices, printers, and scanners
    • Provide in-person and remote technical support to end users across the organization
    • Monitor and maintain computer systems using enterprise tools such as Active Directory and Microsoft Endpoint Configuration Manager (MECM)
    • Identify and diagnose hardware, software, and network-related problems; develop resolution plans including repair or replacement as needed
    • Manage asset tracking and maintain detailed documentation of IT resources and support activities
    Audio/Visual & Executive Support:
    • Coordinate and manage audiovisual setups and video conferencing support for executive and VIP meetings
    • Perform pre-meeting audio/visual system checks to ensure flawless execution
    • Provide live technical support during high-visibility meetings with agency leadership and stakeholders
    • Configure and support Microsoft Teams Rooms certified equipment
    • Maintain proficiency with virtual meeting applications (Microsoft Teams, Zoom, GoTo, etc.)
    Collaboration & Travel:
    • Collaborate with other IT department teams on projects and initiatives
    • Frequent travel to government offices and remote locations throughout the region to provide support (required)
    • Serve as the primary IT resource for remote office location
    • Participate in after-hours (evening & weekend) on-call rotation
    Additional Responsibilities:
    • Prepare, configure, and support Windows 11 systems
    • Additional duties as assigned

    Required Qualifications
    Education:
    • High School Diploma or equivalent required
    • Associate's or Bachelor's Degree in Computer Science, Information Systems, or related technical field preferred (or equivalent work experience)
    Certifications (Preferred):
    • Microsoft 365 Certified
    • CompTIA A+ or Network+
    • Teams Rooms or AVIXA fundamentals
    Experience:
    • 0 to 1 year of IT work experience in computer systems or technical support
    • Demonstrated working knowledge of basic hardware and software products
    • Experience with problem-solving and troubleshooting
    • IT Enterprise experience required
    Technical Skills (Required):
    • Audio/Visual equipment knowledge, particularly Microsoft Teams Rooms certified equipment
    • Proficiency with virtual meeting applications (Microsoft Teams, Zoom, GoTo, etc.)
    • Experience with preparation, configuration, and support of Windows 11 systems
    • Working knowledge of Active Directory and MECM
    • Strong understanding of Tier 1 software and hardware support
    • Ability to diagnose and resolve problems using documented procedures and checklists
    • Experience with ticketing systems for call data entry and tracking
    Soft Skills:
    • Strong problem-solving, critical thinking, and analytical abilities
    • Excellent communication skills with ability to interact professionally with executives and VIP stakeholders
    • Ability to learn new systems and software quickly in a fast-paced environment
    • Strong organizational and time-management skills
    • Ability to manage multiple priorities and work independently or as part of a team
    • Capacity to perform effectively in high-pressure, high-visibility situations
    • Adaptability to change and diverse work environments
    Physical Requirements:
    • Ability to lift up to 50 pounds
    • Availability for onsite hours: Monday–Friday, 7:00 AM – 6:00 PM
    • Willingness to participate in after-hours on-call rotation
    Transportation Requirements:
    • Frequent travel required to government offices and remote locations
    • Valid Driver's License required
    • Reliable personal transportation required
    Additional Requirements:
    • Must be authorized to work in the United States

    Numbers & Facts

    LocationOcoee, FL

    Skills

    • Analysis Skillsunmatched
    • Asset Managementunmatched
    • Audiovisualunmatched
    • Communication Skillsunmatched
    • CompTIA A+unmatched
    • CompTIA Network+unmatched
    • Computer Maintenanceunmatched
    • Computer Scienceunmatched
    • Computer Skillsunmatched
    • Computer Softwareunmatched
    • Computer Systemsunmatched
    • Configuration Managementunmatched
    • Customer Support/Serviceunmatched
    • Document Scannersunmatched
    • Documentationunmatched
    • Driver's Licenseunmatched
    • Enterprise Computingunmatched
    • Executive Assistant Skills unmatched
    • Governmentunmatched
    • Hardware Administrationunmatched
    • Help Deskunmatched
    • High School Diplomaunmatched
    • Identify Issuesunmatched
    • Information Technology & Information Systemsunmatched
    • Leadershipunmatched
    • Lift/Move 50 Poundsunmatched
    • Microsoft Active Directoryunmatched
    • Microsoft Product Familyunmatched
    • Microsoft Windows Operating Systemunmatched
    • Microsoft Windows System Administrationunmatched
    • Mobile Devicesunmatched
    • Multitaskingunmatched
    • On Callunmatched
    • Organizational Skillsunmatched
    • Printersunmatched
    • Problem Solving Skillsunmatched
    • Software Administrationunmatched
    • State Governmentunmatched
    • Systems Administration/Managementunmatched
    • Systems Maintenanceunmatched
    • Team Playerunmatched
    • Technical Operationsunmatched
    • Technical Supportunmatched
    • Time Managementunmatched
    • Videoconferencingunmatched
    • Willing to Travelunmatched

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