Customer Support Technician

TEKsystems • Pompano Beach, FL

10d • $22 - $27 • Onsite

About The Position

The Customer Support Technician provides software and hardware support, diagnosing and resolving issues using documented procedures and checklists. The role records call data in a tracking system, escalates issues to higher-level technical support when needed, and assists with application, hardware, and software problems. The posting also describes an advanced desktop support function involving Tier 2 troubleshooting, complex IT issues, end-user computing stability and security, infrastructure support, automation, and mentoring junior staff.

This is an onsite contract position in Pompano Beach, Florida. The stated pay range is $22.00–$27.00 per hour. Onsite operating hours are between 7:00 a.m. and 6:00 p.m., Monday through Friday; the role also participates in an after-hours evening and weekend on-call rotation. Travel to remote locations may be needed.

Requirements

• High school diploma or equivalent; additional certifications or relevant education are a plus.
• Minimum two years of experience in customer service and quality assurance.
• Experience using a ticketing system to manage support requests and monitor trends.
• Experience with scripting and automation.
• Ability to manage multiple priorities and work independently or as part of a team.
• Ability to perform in high-pressure situations, with strong organizational and time-management skills.
• Excellent problem-solving and communication skills.
• Strong technical troubleshooting skills with hardware and software issues.
• Understanding of help desk processes and service management principles.
• Ability to lift up to 50 pounds.
• The description states 1 to 3+ years of IT work experience in computer systems or support, with working knowledge of basic hardware and software products and troubleshooting.

Nice To Haves

• IT enterprise experience is preferred.
• Additional certifications or relevant education.
• Associate's or bachelor's degree, or a technical institute degree or certificate in computer science, information systems, or a related field; equivalent work experience is also accepted.
• Knowledge of virtual meeting applications such as MS Teams, Cisco Webex, Zoom, or GoTo.
• Knowledge of audiovisual equipment, including Microsoft Teams Rooms-certified equipment.
• Skills listed include desktop support, customer support, technical support, help desk support, troubleshooting, Active Directory, audiovisual support, hardware and software troubleshooting, systems support, and network administration.

Responsibilities

• Provide Tier I software and hardware support and assist with application, hardware, and software problems.
• Diagnose and resolve problems using documented procedures and checklists.
• Enter call data into a tracking system and escalate issues to higher-level technical support when necessary.
• Mentor junior IT staff and provide end-user training on new technologies.
• Assist with file restores and coordinate with IT Infrastructure on basic network status and port activation.
• Escalate and collaborate with the IT Team Lead on critical incidents.
• Diagnose and resolve advanced technical issues involving hardware, software, and network infrastructure.
• Coordinate and escalate audiovisual setup and video conferencing support.
• Manage and remediate workstation security vulnerabilities using Microsoft Endpoint Configuration Manager (MECM) and Qualys.
• Participate in an after-hours evening and weekend on-call rotation.
• Manage or support IT projects, ensuring implementation, timely delivery, and alignment with business objectives.
• Contribute to and finalize internal documentation of processes for IT staff.
• Travel to remote locations to provide support as needed.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision coverage, subject to eligibility and plan terms.
• Critical illness, accident, and hospital coverage, subject to eligibility and plan terms.
• 401(k) retirement plan with pre-tax and Roth post-tax contribution options, subject to eligibility and plan terms.
• Voluntary life and AD&D insurance for employees and dependents.
• Short- and long-term disability coverage.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time off or leave, including PTO, vacation, or sick leave, subject to eligibility and plan terms.

What This Job Offers

• Career Level: Mid Level
• Education Level: High school or GED