Customer Support Technician (Advanced)

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

Created: 2026-03-10