Customer Support Analyst - Hybrid Tallahassee, FL

FDOT Job 2210 Customer Support Analyst,

B. Intermediate (RFQ)

Job Type: FT Contract

Contract duration: 10 months

Industry: State Gov't

Date Opened: 09/04/2026

Target Date: 09/14/2026

Job Opening
-31018-JOB

City:
Tallahassee

State/Province:
Florida

Country:
United States

Assigned Recruiter(s):
Ananth Vegiraju

Number of Positions: 1

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:

• Two years of work experience in the installation, maintenance and technical support of workstation hardware.
• Or two years' experience providing customer service and technical support with Microsoft Office 365 and Windows 7 or above operating system.
• Or Technical certifications from workstation training programs such as CompTIA A+, Comp TIA Net+, and MCDST may be substituted for 1 year of experience.
• Or a Bachelor or Associate degree in Computer Science, Information Technology or closely related field from an accredited college or university.

Primary Job Duties/Tasks:

• 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.
• Provide advanced troubleshooting to determine cause of problems.
• Installs, configures, and provides support, monitors Service Desk queue and resolves support tickets as assigned.
• Participates in and coordinates projects, shares information and receives feedback from other OIT staff as appropriate.
• Generates and maintains detailed technical documentation, coordinates service calls and repairs for warranty and non-warranty items.
• Provides 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 computers, 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):

• Initiative:
  Must be able to comprehend assignments, organize workload, and meet deadlines with little direction. Must be able to monitor and analyze situations to determine the next step.
• Communication:
  Can clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e., project team meetings, management presentations, etc.). Must have the ability to effectively listen and process information provided by others.
• Customer Service:
  Works well with clients and customers (i.e., business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.
• Decision Making:
  Makes sound, well-informed, and objective decisions…