Desktop Support Technician

COMPANY OVERVIEW:

Facility Contract Services (FCS) is a Florida-based contract services company that employs and manages personnel for municipal clients. Our staffing services include administrative support, clerical, accounting, payroll, billing, accounts payable/receivable, purchasing, human resources, supervisory roles, utility services, water and wastewater plant operations, property and general services management, building and landscape maintenance, parks and recreation, and senior and community services. FCS specializes in municipal privatization through a task-based approach aimed at improving productivity and efficiency.

JOB SUMMARY:

The Desktop Support Technician for Pembroke Pines Charter Schools (PPCS) is a front-line, customer-focused IT professional responsible for delivering exceptional technical support in a dynamic, multi-campus educational environment. This role requires a proactive, service-oriented individual capable of resolving hardware, software, and basic network issues across several school locations. The technician serves as a key resource for students, faculty, and staff, ensuring optimal operation of IT systems while maintaining a positive user experience.

RESPONSIBILITIES AND DUTIES:

• Provide first-level technical support for end users regarding basic applications, operating systems, and general technology issues.
• Respond to and resolve technical incidents via phone, email, remote tools, or in-person support.
• Create, track, and update service tickets in the City's ticketing system to ensure proper documentation, follow-up, and resolution.
• Troubleshoot and repair hardware issues involving workstations, printers, peripherals, and related equipment.
• Diagnose and resolve software issues within Windows operating systems and approved City applications.
• Perform basic networking tasks under guidance, including cable runs, connectivity checks, and troubleshooting network-related issues.
• Run cable, climb ladders, access tight spaces (e.g., under desks), and support basic classroom or office technology setups.
• Maintain an orderly and clean work environment across supported campuses.
• Support students, teachers, administrators, and staff with a strong customer service focus.
• Research system alerts, events, and known issues to identify potential resolutions.
• Document procedures, solutions, and workflow processes for internal use and knowledge sharing.
• Answer technical calls and provide remote troubleshooting when on-site support is not required.
• Perform other duties as assigned that are logically related to the position's responsibilities.

REQUIRED EXPERIENCE AND QUALIFICATIONS:

• Five (5) years of experience in IT support, desktop support, field support, or help desk operations.
• Strong troubleshooting skills with the ability to identify, analyze, and resolve technical issues.
• Basic understanding of computer networking concepts (e.g., IP addressing, connectivity, cabling).
• Excellent verbal and written communication skills.
• Positive, professional demeanor with the ability to provide exceptional customer service.
• Demonstrated analytical, problem-solving, and team-working abilities.

PREFERRED QUALIFICATIONS

• Experience supporting educational institutions or multi-site environments.
• Working knowledge of Microsoft 365 applications, endpoint management tools, and ticketing systems.
• Experience with Active Directory user support (passwords,