Customer Support Technician

TEKsystems•Pompano Beach, FL

10d•$22 - $27•Onsite

About The Position

The Customer Support Technician provides Tier I–II 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 necessary, and assists with application, hardware, and software problems. The position also provides advanced desktop support, troubleshooting complex hardware, software, and network issues and helping maintain stable and secure end-user computing environments. Responsibilities include supporting infrastructure and audiovisual setups, remediating workstation security vulnerabilities, contributing to IT projects and documentation, mentoring junior staff, and traveling to remote locations as needed. The role is based onsite in Pompano Beach, Florida, with onsite operating hours between 7:00 a.m. and 6:00 p.m., Monday through Friday, and participation in an evening and weekend on-call rotation.

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.
One to three or more years of IT work experience in computer systems or support, with working knowledge of basic hardware and software and troubleshooting.
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.
Able to work onsite in Pompano Beach during operating hours of 7:00 a.m. to 6:00 p.m., Monday through Friday, and participate in an evening and weekend on-call rotation.

Nice To Haves

IT enterprise experience.
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 may qualify.
Knowledge of virtual meeting applications such as Microsoft Teams, Cisco Webex, Zoom, and GoTo.
Knowledge of audiovisual equipment, including Microsoft Teams Rooms certified equipment.

Responsibilities

Provide Tier I–II software and hardware support and assist with application, hardware, and software problems.
Diagnose and resolve technical issues using documented procedures and checklists.
Enter call data and support requests into a tracking system; 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.
Troubleshoot and resolve high-level hardware, software, and network infrastructure issues.
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 the evening and weekend after-hours on-call rotation.
Manage or support IT projects, ensuring successful implementation, timely delivery, and alignment with business objectives.
Contribute to and finalize internal documentation for IT processes.
Travel to remote locations to provide support as needed.
Perform other duties as assigned.