What are the responsibilities and job description for the Customer Support Technician position at McCollum Solutions Group?
About the Role
We are seeking a skilled Customer Support Technician to provide technical support for software, hardware, and networking devices. This position involves troubleshooting, customer assistance, and working within a team environment to ensure high-quality IT support services.
Key Responsibilities
- Monitor and resolve support tickets via the Service Desk.
- Troubleshoot and resolve software and hardware issues for users.
- Provide exceptional customer service by keeping clients informed of ticket status.
- Install, configure, and support personal computers, peripherals, and software.
- Perform root cause analysis and document solutions for common issues.
- Assign tickets to the appropriate technician or team for resolution.
- Maintain accurate records of all service calls and maintenance activities.
- Participate in IT projects such as system upgrades, memory enhancements, and software installations.
- Support Audio/Visual (AV) and Video Conferencing (VC) equipment as needed.
- Collaborate with other IT staff to improve service quality and efficiency.
Qualifications & Experience
- Education: Bachelor’s degree in Computer Science, Information Systems, or a related field OR equivalent work experience.
- Experience: 2-4 years of IT experience with a solid understanding of hardware, software, and troubleshooting methodologies.
- Technical Skills:
- Proficiency in Windows OS, Microsoft Office Suite, and other common business applications.
- Knowledge of networking concepts and troubleshooting methods.
- Experience with remote desktop support tools and ticketing systems.
Required Competencies
- Strong analytical and problem-solving skills.
- Excellent communication (verbal and written) and customer service skills.
- Ability to work independently with minimal supervision.
- Strong organizational skills with the ability to manage multiple tasks.
- Willingness to work flexible hours, including Saturdays or a rotational schedule.
Work Environment
- This is an on-site position, and remote work is not available.
- Work hours may vary between 7:00 AM and 7:00 PM, with occasional weekend shifts.
Job Type: Full-time
Pay: $43,023.00 - $45,000.00 per year
Shift:
- Day shift
Ability to Commute:
- Gainesville, FL 32609 (Required)
Ability to Relocate:
- Gainesville, FL 32609: Relocate before starting work (Required)
Work Location: In person
Salary : $43,023 - $45,000
