Customer Support Technician

Location:
Onsite: Boca Raton, Florida

Experience Level: Entry to Intermediate (0-1+ Years)
Position Summary
The IT Support Technician provides frontline technical support for enterprise hardware, software, mobile devices, printers, audiovisual systems, and end-user technologies. This role is responsible for delivering exceptional customer service, troubleshooting technical issues, supporting IT asset management, and maintaining enterprise technology resources.
The ideal candidate is customer-focused, technically curious, and eager to learn while supporting users in a fast-paced enterprise environment.
Key Responsibilities
• Install, configure, and support: 
• Desktop and laptop computers
• Mobile devices
• Printers and scanners
• Software applications
• Windows operating systems
• Provide in-person and remote technical support to end users.
• Troubleshoot hardware, software, and connectivity issues.
• Monitor and maintain systems using: 
• Active Directory
• Microsoft Endpoint Configuration Manager (MECM/SCCM)
• Support audiovisual and video conferencing technologies.
• Assist with Microsoft Teams, Zoom, and other virtual meeting solutions.
• Track and manage IT assets and inventory.
• Create and maintain technical documentation and support records.
• Escalate issues when necessary and follow established support procedures.
• Assist with technology deployments, upgrades, and infrastructure projects.
• Travel to remote locations as needed for support activities.
• Participate in after-hours and on-call support rotations.
• Maintain a high level of customer service and communication throughout issue resolution.

Required Qualifications:
• High School Diploma or equivalent.
• 0-1 year of IT support experience.
• Basic understanding of: 
• Computer Hardware
• Windows 10/11
• Microsoft Office 365
• Networking Fundamentals
• Mobile Devices
• Strong troubleshooting and problem-solving skills.
• Ability to learn new technologies quickly.
• Strong communication and customer service skills.
• Ability to work independently and as part of a team.
• Ability to lift up to 50 pounds.

Preferred Qualifications:
• Associate's Degree or IT-related education.
• Experience supporting enterprise environments.
• Experience with: 
• Active Directory
• MECM / SCCM
• ServiceNow
• Microsoft Teams
• Zoom
• GoTo Meeting
• Experience supporting audiovisual technologies and conference room equipment.
• Knowledge of Microsoft Teams Rooms devices.

Core Skills:
• Desktop Support
• Help Desk Support
• Tier 1 Technical Support
• Windows 10/11
• Microsoft 365
• Outlook
• Teams
• Active Directory
• MECM / SCCM
• Hardware Troubleshooting
• Software Installation
• Mobile Device Support
• Printer Support
• Asset Management
• Video Conferencing Support
• Customer Service
• Technical Documentation