Customer Support Analyst

Customer Support Analyst

Position:
Customer Support Analyst

Location:

Tallahassee, FL 32399 (Onsite)

Duration: 2+ Months (With Extension)

Scope of Services:
Responsible for software and hardware support. Provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality of problem resolutions.

Works in a team setting, sharing information and assisting others with calls.

Education:

High School diploma or equivalent.

Experience:

One (1) year of work experience in the installation, maintenance and technical support of workstation hardware. Or one (1) years’ experience providing customer service and technical support with Microsoft Office 365 and Windows 10 or above operating system. Or Technical certifications from workstation training programs such as CompTIA A+, Comp TIA Net+, and MCDST may be substituted for one (1) year of experience.

Or a Bachelor or Associate degree in Computer Science, Information Technology or a closely related field from an accredited college or university.

Primary Job Duties/Tasks:
Intermediate professional level role. The duties of this position can be broad and will include assisting the Workstation Support Supervisor with troubleshooting computer systems and related software; learning about and providing technical assistance and routine maintenance of specialized software applications; providing support for other IT related hardware devices such as networked printers, smartphones, etc.; providing Tier 2 support of medium to high difficulty requiring the ability to take ownership of complex issues;

performing advanced troubleshooting to determine the cause of problems; installing, configuring, and providing support, monitors Service Desk queue and resolves support tickets as assigned; participating in and coordinating projects, shares information and receives feedback from other OIT staff as appropriate; generating and maintaining detailed technical documentation, coordinates service calls and repairs for warranty and non-warranty items; providing Audio Visual (AV) and Video Conferencing (VC) support as assigned.

Assists with reserving, setting up, and troubleshooting of AV and VC equipment.

Job Specific Knowledge, Skills, and Abilities (KSAs):
Advanced knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment; advanced knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments; skilled at installing and providing technical support for software applications, operating systems and personal computer hardware; ability to do advanced troubleshooting on various manufacturers of computers;

ability to plan, organize, manage and track projects; ability to communicate effectively both verbally and in writing; ability to read, understand, and comply with the department's policies.

General Knowledge

Skills and Abilities

(KSAs):
The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas: initiative; communication; customer service; decision making; flexibility; interpersonal; leadership; problem solving; team building; quality assurance.