Customer Support Technician (Advanced)
Informatic Technologies Inc
Ocoee, FL
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JOB DETAILS
LOCATION
Ocoee, FL
POSTED
30+ days ago
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
- 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.)
- 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
- 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)
- Microsoft 365 Certified
- CompTIA A+ or Network+
- Teams Rooms or AVIXA fundamentals
- 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
- 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
- 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
- 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
- Frequent travel required to government offices and remote locations
- Valid Driver's License required
- Reliable personal transportation required
- Must be authorized to work in the United States
About the Company
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