Customer Support Analyst

Staff Augmentation Position

The contract term for this position is intended to be ASAP - 06/30/2028.

This position will report to Burns Building 605 Suwannee Street Tallahassee, FL 23299.

Education:

A high school diploma or equivalent with at least journey-level work experience in Audiovisual Support with apprentice-level experience in supporting Information Technology. Some academic or vocational level education is preferred.

Experience:

• Skilled at installing and providing technical support for audio-visual equipment in a professional environment that includes, Projection systems, LCD TV systems, Wireless presentation devices, Video conferencing equipment, software applications, operating systems and personal computer hardware
• Have advanced knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments
• Have advanced knowledge of Microsoft products, such as operating systems, Microsoft Office suite including Outlook in a networked environment
• Have the ability to do advanced troubleshooting on various manufacturers of computers, peripherals and audio-visual equipment.
• 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

Primary Job Duties/ Tasks:

• Plan, organize, and implement the maintenance and operation of sound equipment, video projectors, cameras, microphones, sound consoles, speakers, IT equipment, and other technical systems used during events
• Maintain and test audiovisual equipment and perform basic troubleshooting
• Maintain digital signage solution
  4. Install, set up, and operate sound equipment, video projectors, and other various forms of audiovisual and IT-related systems as needed
• Provide support for live digital meeting technologies such as Microsoft Teams or Zoom
• Apply basic principles of operational support of computer hardware and software
• Oversee operation and quality of computer training classroom to ensure equipment is in good condition
• Evaluate equipment needs and notify supervisor of the need to repair or replace as well as handle the contacting of relevant service providers to complete repairs
• Ensure that sufficient spares are stocked to maintain or replace parts and equipment, including consumables
• Be on-site to assist in performances and deal with technical emergencies or issues as required. This may include after-hours
• Utilize proper safety practices and procedures in line with the use of A/V equipment and related cabling
• Perform other related duties pertaining to Audiovisual and Information Technology Support as requested by Supervisor
• Provides training on the use of equipment as needed and serves as technical advisor to all areas for the purchase of new audio/video equipment and conference room renovation planning
• Assists the Workstation Support Supervisor in the troubleshooting of specialized applications
• Assists with standard workstation support issues and PC replacements as needed

Job Specific Knowledge, Skills, and Abilities (KSAs):

• Skilled in the installation, maintenance, trouble shooting, and support of audio video presentation equipment including basic room setup and design.
• Ability to perform advanced troubleshooting on various manufacturers of audio video equipment Advanced knowledge of Microsoft products, including operating systems, Office suite and Outlook in a networked environment
• 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 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
• Ability to multi-task, appropriately prioritize, work with minimal supervision, and achieve results in a fast-paced environment is required

Personal Attributes:

• Able to be trusted with sensitive information
• Accountable team player who believes no task is too small or too big to tackle
• Possess a high level of honesty and integrity in all matters
• Experience at working both independently and in a team-oriented, collaborative environment
• Advanced interpersonal, written, and oral communication skills
• Excellent listening and interpersonal skills
• Ability to conduct research into issues and topics as assigned
• Can conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities
• Must be able to learn, understand, and apply new things quickly
• Ability to effectively communicate ideas
• Highly self-motivated and directed
• Keen attention to detail
• Proven analytical and creative problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment