Customer Support Analyst
Listed on 2026-09-15
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IT/Tech
IT Support, Technical Support, HelpDesk/Support, Computer Repair / Support
Position Title:
Customer Support Analyst
Location:
Tallahassee, FL
Engagement Type:
Contract
Work Mode:
On-site
Duration: 9 Months (10/01/2026 06/30/2027, with potential renewal)
Interview Type:
Microsoft Teams or In-Person
An intermediate Customer Support Analyst is needed to deliver end-user software and hardware technical support. This role involves diagnosing and resolving service issues, providing Tier 2 escalation support, maintaining specialized systems, and assisting with Audio Visual and Video Conferencing equipment. The position requires strong problem-solving skills, customer service dedication, and hands‑on experience supporting computer hardware and network environments.
Key Responsibilities- Troubleshoot and restore routine technical service and equipment issues using established diagnostic procedures.
- Provide Tier 2 technical support of medium to high difficulty, taking ownership of complex issues.
- Assist workstation support leadership with computer system and software troubleshooting.
- Deliver technical assistance, routine maintenance, and support for specialized software applications and peripheral hardware (e.g., networked printers, smartphones).
- Install, configure, and support hardware/software while monitoring the Service Desk queue and resolving assigned tickets.
- Perform root cause analysis and develop documentation and checklists for issue prevention.
- Maintain knowledge and call tracking databases to improve problem resolution quality.
- Create detailed technical documentation and coordinate service calls and repairs for warranty and non-warranty equipment.
- Support Audio Visual (AV) and Video Conferencing (VC) equipment setup, reservations, and troubleshooting.
- Collaborate within a team environment to share information, assist with incoming calls, and support projects.
- High School diploma or equivalent.
- 2 years of experience in workstation hardware installation, maintenance, and technical support.
- 2 years of experience providing customer service and technical support for Microsoft Office 365 and Windows operating systems (Windows 7 or above).
- Technical certifications (e.g., CompTIA A+, CompTIA Network+, MCDST) combined with 1 year of hands-on experience.
- An Associate or Bachelor's degree in Computer Science, Information Technology, or a closely related field.
- Advanced knowledge of Microsoft products (Windows OS, Office Suite, Outlook) in a networked environment.
- Advanced knowledge of PC software, hardware, firmware, and local area/wide area network environments.
- Proven skill in installing and troubleshooting PC hardware, operating systems, and software applications across multiple manufacturers.
- Strong communication, organizational, project-tracking, and problem-solving abilities.
- Technical certifications such as CompTIA A+, CompTIA Network+, or MCDST.
- Prior experience handling Tier 2 technical support and Service Desk queue ticket resolution.
- Practical knowledge of Audio Visual (AV) and Video Conferencing (VC) setup and troubleshooting.
Work Arrangement:
Full-time on-site position; no telecommuting permitted.
Schedule:
Requires flexibility to work hours between 7:00 AM and 7:00 PM and/or Saturdays on a rotation or as part of a regular and on-call schedule.
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