Customer Support Technician (Advanced)

Technical Support & Systems Management:Install, configure, and maintain computer hardware, software, systems, mobile devices, printers, and scanners. This high-visibility role involves supporting executive stakeholders and VIP meetings while maintaining all user-facing technology systems.

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