Computer Support Technician

About the role

Responsible for installing, configuring, maintaining, securing, and troubleshooting the Authority's desktop computers, laptops, mobile devices, printers, peripherals, operating systems, and business applications. Provides advanced end-user support, performs preventive maintenance, manages endpoint deployments, and helps ensure reliable and secure access to technology resources. Requires independent judgment and a high degree of coordination with administrators, managers, operations personnel, vendors, and customers.

Responsibilities

• Provide advanced support for desktop computers, laptops, tablets, smartphones, printers, scanners, docking stations, monitors, peripherals, operating systems, and business applications.
• Diagnose, troubleshoot, and resolve complex hardware, software, performance, printing, connectivity, authentication, and user-profile issues; escalate and coordinate vendor support when necessary.
• Install, image, configure, deploy, upgrade, patch, repair, and replace computers, peripherals, internal components, operating systems, drivers, and approved software.
• Perform hands-on hardware diagnostics and repair, including component replacement, BIOS/firmware updates, warranty coordination, and post-repair testing.
• Manage endpoint configuration and software distribution using approved deployment, patch-management, remote support, and endpoint-management tools.
• Administer mobile device management (MDM) platforms, including enrollment, configuration profiles, application deployment, security policies, compliance monitoring, remote support, and device retirement or wipe procedures.
• Support mobile email, multifactor authentication, VPN client software, and secure access to organizational applications and data.
• Respond to service requests and incidents through telephone, remote, and email communication; prioritize work, communicate status and resolution clearly, and provide user training as needed.
• Identify recurring endpoint problems, determine root causes, and recommend standardized fixes, replacement strategies, or procedural improvements.
• Evaluate and recommend hardware, software, and support solutions that improve reliability, security, and user productivity.

Documentation & Inventory

• Create and maintain workstation standards, equipment configurations, installation procedures, knowledge-base articles, operational manuals, and user instructions.
• Maintain accurate inventories and lifecycle records for computers, software, licenses, warranties, peripherals, mobile devices, and assigned assets.
• Manage printers, print services, and printer supplies, and coordinate repair or replacement as needed.
• Assist with technology procurement, equipment standards, license compliance, asset disposal, and replacement planning.

Endpoint Systems & Connectivity

• Troubleshoot endpoint network connectivity, including wired and wireless connections, IP configuration, DNS resolution, VPN client access, and access to shared resources; escalate infrastructure issues to the appropriate administrator or service provider.
• Support Microsoft 365, directory services, file and print services, cloud applications, endpoint-management tools, and other user-facing systems within assigned permissions.
• Apply endpoint security controls, including operating-system and application patching, endpoint protection, encryption, multifactor authentication, screen-lock policies, and approved access controls.
• Monitor endpoint health and compliance, investigate alerts, remediate workstation and mobile-device vulnerabilities, and report suspected security incidents promptly.
• Test new hardware, software, updates, and configuration changes before deployment; document results and minimize disruption to users.
• Cook up with software vendors, hardware manufacturers, managed service providers, and contractors to resolve endpoint issues and complete support projects; assist users with file recovery and approved backup or synchronization tools in accordance with established data-protection procedures.
• Maintain approved content on the Authority's website and support IT department projects, endpoint deployments, office moves, and continuous-improvement initiatives.
• Provide scheduled after-hours support for endpoint deployments, maintenance, urgent user-impacting incidents, or special projects when required.

Minimum Qualifications

• Ace an Associate's degree in information technology, computer science, information systems, or a related field.
• Hold a current or recent endpoint-support certification such as CompTIA A+, Network +, CCST Networking.
• Have at least four (4) years of current hands-on, progressively responsible experience providing computer and end-user technical support in a business environment.
• Show hands-on experience diagnosing, repairing, configuring, imaging, deploying, upgrading, and supporting desktop computers, laptops, operating systems, applications, user profiles, printers, and peripheral equipment.
• Show experience troubleshooting Windows, Microsoft 365 applications, hardware failures, software installation, printing, authentication, performance, wired and wireless connectivity, and VPN client issues.
• Show experience administering or supporting a mobile device management platform and applying device security and compliance policies.
• Show experience using ticketing, remote-support, endpoint-management, patching, software-deployment, and inventory tools.
• Show ability to perform scheduled after-hours endpoint maintenance or deployments and respond to urgent user-impacting incidents when required.
• Show basic understanding of networking and network terminology.
• Show valid Florida Driver's License and the ability to travel between Authority locations as needed.
• Show ability to make decisions in accordance with departmental rules, regulations, security requirements, and policies.
• Show ability to establish and maintain effective working relationships with employees, vendors, contractors, and the public.

Preferred Qualifications

• Get a Bachelor's degree in information technology, computer science, information systems, or a related field.
• Show over six (6) years of current hands-on, progressively responsible experience providing computer and network support in a business environment.
• Show associate-level skills to support the network.
• Hold a current or recent endpoint-support certification such as CompTIA A+, Network+, CCST Networking, CCNA, Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent.
• Show experience with Microsoft 365, Entra ID, Active Directory, Windows 11, endpoint management, application packaging or deployment, and cloud-based services.
• Show experience supporting Microsoft Intune or another enterprise mobile device and endpoint management platform.
• Show experience providing PC support in a multi-site government, utilities, critical-infrastructure, or similarly regulated environment.
• Show solid understanding of DHCP, VPN, VLANs, SD-WAN, and other essential network services.

Additional Qualifying Factors

• Must pass a pre-employment drug screening, physical, as well as have acceptable reference and background check results.