Customer Support Analyst

Job Title:  Customer Support Analyst
Job Location: Lake City, FL
Job Type: Contract
Onsite Role
Job Description:

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.
Primary Job Duties-

1. Monitors Service Desk queue and resolves support tickets as assigned.
2. Documents work performed and resolution(s).
3. Identify, analyze, and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.
4. Provides high level of customer service by providing status and information to the customer.
5. Assigns service desk tickets to the appropriate technician or group for proper resolution and ensures all Service Level Agreements are met in a timely manner.
6. Performs advanced troubleshooting to determine cause of problem.
7. Installs, configures and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame.
8. Works with staff on issues outside their areas of responsibility as needed
9.  
10. Provides hardware and software technical training and professional development for other Technicians as needed or assigned.
11. Provides Tier III advanced support for other Technicians as needed or assigned.
12. Oversees, coordinates, and/or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.
13. Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned.
14. Participates on statewide teams, both internal and external to the Office of Information Technology (Client).
15. Provide facts to facilitate the team's decision-making process and to achieve the team's goals.
16. Shares information and receives feedback from other Client staff as appropriate.
17. Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc.
18. Coordinates service calls and repairs for warranty and non-warranty items.
19. Maintains records on all calls and keeps accurate records relating to service calls for maintenance or warranty repairs.
20. Installs, maintains, and supports specialized software applications as assigned.
21. Performs, evaluates, and promotes research and testing of assigned special applications including both hardware and software.
22. Provides Audio Visual (AV) and Video Conference (VC) support as assigned.
23. Assists with reserving, setting up, and troubleshooting of AV and VC equipment.
24. Provides support of medium to high complexity.
25. Works in a team as a team member.
26. May coach more junior technical staff.

Education-
Bachelor's Degree in Computer Science, Information Systems, or another related field. Or equivalent work experience
Expereince-
Typically has 2 to 5 years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/troubleshooting skills.
Job Specific Knowledge, Skills, and Abilities (KSAs)-
The submitted candidate must be able to apply the specific knowledge, skills, and abilities in the following areas:
1. Advanced knowledge of Microsoft products, including operating systems, Office suite and Outlook in a networked environment
2. Knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments
3. Skilled at installing and providing technical support for software applications, operating systems and personal computer hardware
4. Skilled in the installation, maintenance, trouble shooting, and support of audio video presentation equipment including basic room setup and design.
5. Ability to perform advanced troubleshooting on various manufacturers of audio video equipment
6. Ability to plan, organize, manage and track projects
7. Ability to communicate effectively both verbally and in writing
8. Ability to read, understand, and comply with the department's policies
9. Ability to multi-task, appropriately prioritize, work with minimal supervision, and achieve results in a fast-paced environment is required
10. Familiar with iPhone and Android Smartphones