Customer Support Technician (Tier I) - 26-01397

Job Description

Job DescriptionJob Title: Customer Support Technician (Tier I)

Location: Tallahassee, FL
Assignment Duration: 4 months (with potential for extension)
Employment Type: Contract

Position Summary

The Customer Support Technician provides Tier I technical support for enterprise hardware, software, and end-user systems. This role delivers both in-person and remote support while ensuring high-quality customer service, clear communication, and timely issue resolution. Responsibilities include installation, configuration, troubleshooting, documentation, asset tracking, and escalation of IT-related issues in a fast-paced enterprise environment.

Key Responsibilities

• Install, configure, and support desktop and laptop computers, mobile devices, printers, scanners, and peripheral equipment

• Provide in-person and remote technical support to end users

• Troubleshoot and resolve hardware, software, and basic network-related issues

• Monitor and maintain systems using enterprise tools such as Active Directory and Microsoft Endpoint Configuration Manager (MECM)

• Support audiovisual setups and video conferencing solutions

• Assist with virtual meeting platforms (e.g., Microsoft Teams, Zoom, GoTo Meeting)

• Provide support for audiovisual equipment, including Microsoft Teams Rooms–certified devices (preferred)

• Accurately document incidents, requests, and resolutions in the ticketing system

• Follow established procedures, checklists, and escalation protocols

• Escalate complex issues to higher-level technical support when appropriate

• Collaborate with other IT teams on projects and initiatives

• Recommend improvements to processes, tools, and technologies to enhance efficiency

• Participate in rotating after-hours on-call support (evenings/weekends)

• Travel to remote locations to provide onsite support as needed

• Perform additional duties as assigned

• Lift and transport equipment up to 50 pounds

Work Schedule

• Onsite support hours between 7:00 AM – 6:00 PM, Monday through Friday

• Participation in an after-hours on-call rotation is required

Required Qualifications

• High School Diploma or equivalent

• 0–1 year of IT support or computer systems experience

• Basic working knowledge of hardware, software, and troubleshooting concepts

• Proficiency with Windows 10/11 and Microsoft Office 365 (Outlook, Word, Excel, Teams)

• Strong problem-solving, analytical, and critical-thinking skills

• Ability to learn new systems and technologies quickly

• Strong communication and customer service skills

• Ability to manage multiple priorities and work independently or within a team

Preferred Qualifications

• Experience supporting enterprise IT environments

• Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field

• Technical institute degree or relevant IT certifications

• Familiarity with Active Directory, MECM, and enterprise ticketing systems

• Experience with audiovisual or video conferencing technologies

Role Level & Complexity

• Entry-level / Learner role

• Provides Tier I support for low to medium complexity issues

• Works under general supervision while developing technical proficiency

• Follows documented procedures and established workflows