Customer Support Technician

ARK Solutions, Inc.; Boca Raton (FL); On-site; USD 32,000 - 50,000; Full time

Job summary

ARK Solutions, Inc. provides Tier I IT support across enterprise hardware and software, including deployment, configuration, and troubleshooting. The role covers in-person and remote assistance, asset tracking, and detailed documentation.

The position requires 0–1 year of IT support experience, strong communication, problem-solving, and the ability to work on-site during business hours with after-hours on-call rotation. Some travel to remote locations may be needed.

Qualifications

• 0–1 year IT support experience or basic hardware/software troubleshooting.
• Ability to learn new systems quickly in a fast-paced environment.
• Strong problem-solving and organizational skills.
• Works well independently or in a team under guidance.

Responsibilities

• Install and configure computer hardware, software, systems, mobile devices, printers, and scanners.
• Assist with coordinating audiovisual setups and video conferencing support.
• Maintain system monitoring using AD and MECM.
• Identify and diagnose IT issues and plan resolutions.
• Assist with documentation and asset tracking.
• Support on-call rotations and travel to remote locations as needed.

Skills

Customer service

Problem solving

Time management

Adaptability

Communication

Teamwork

Multitasking

Education

Associate or Bachelor’s degree

Tools

Active Directory

MECM

MS Teams

Zoom/ conferencing tools

Job description

Responsible for supporting all technology hardware and software systems in our enterprise environment. Provide both in-person and remote technical support to our customers. Assist with a wide range of tasks including, but not limited to, asset tracking, detailed documentation, installation, configuration, remediation, and troubleshooting of IT resources. Deliver top-tier service and support with clear, concise communication and consistent follow-through.

Job Responsibilities:

• Install and configure computer hardware, software, systems, mobile devices, printers, and scanners.
• Assist in coordinating audiovisual setups and providing video conferencing support.
• Preferred: Knowledge of virtual meeting applications (MS Teams, Zoom, GoTo, etc.).
• Preferred: Knowledge of audiovisual equipment (Microsoft Teams Rooms certified devices).
• Monitor and maintain computer systems using company-provided tools such as Active Directory and Microsoft Endpoint Configuration Manager (MECM).
• Identify and diagnose hardware, software, or network-related issues, and develop a plan to resolve, repair, or replace resources as needed.
• Recommend strategies to improve efficiency, including implementing new practices, devices, and/or software.
• Demonstrate proficiency in Office 365 applications, including MS Outlook, MS Excel, MS Word, MS Teams, and Windows 10/11.
• Collaborate with and assist other areas of the IT department on projects and initiatives.
• Work onsite during hours of operation between 7:00 a.m. and 6:00 p.m., Monday through Friday.
• Participate in after-hours (evening and weekend) on-call rotation.
• Travel to remote locations to provide support as needed.
• Perform other duties as assigned.
• Must be able to lift 50 pounds.

Required Skills:

• High school diploma or equivalent; relevant degrees, certificates, or additional education are a plus.
• 0-1 year of IT support experience with basic hardware, software, and troubleshooting knowledge; IT enterprise experience preferred.
• Ability to quickly learn new systems in a fast-paced environment.
• Strong problem-solving, analytical thinking, and adaptability.
• Able to manage multiple priorities and work independently or in a team.
• Effective under pressure, with strong organizational and time-management skills.
• Entry-level Tier 1 role supporting low- to medium-complexity issues.
• Works under general guidance from senior IT staff, following documented procedures and checklists.

General Characteristics

Responsible for Tier I software and hardware support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system.

Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application, hardware and software problems.

Education:

Associate’s or Bachelor’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.

Experience:

0 to 1 year of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.