Customer Support Analyst - Hybrid Tallahassee, FL

4 Scope of Services

1.    Responsible for software and hardware support.

2.    Provides technical advice, guidance and informal training to customers using hardware and software programs.

3.    Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.

4.    Performs root cause analysis and develops checklists for typical problems.

5.    Recommends procedures and controls for problem prevention.

6.    Maintains knowledge database and call tracking database to enhance quality of problem resolutions.

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

5 Education

High School diploma or equivalent. 

6 Experience

1.    Two years of work experience in the installation, maintenance and technical support of workstation hardware.

2.    Or two years’ experience providing customer service and technical support with Microsoft Office 365 and Windows 7 or above operating system.

3.    Or Technical certifications from workstation training programs such as CompTIA A+, Comp TIA Net+, and MCDST may be substituted for 1 year of experience. 

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

7 Primary Job Duties/ Tasks

Intermediate professional level role. The duties of this position can be broad and will include

1.    Assisting the Workstation Support Supervisor with troubleshooting computer systems and related software

2.    Learning about and providing technical assistance and routine maintenance of specialized software applications.

3.    Providing support for other IT related hardware devices such as networked printers, smartphones, etc. 

4.    Providing Tier 2 support of medium to high difficulty requiring the ability to take ownership of complex issues.

5.    Provide advanced troubleshooting to determine cause of problems.

6.    Installs, configures, and provides support, monitors Service Desk queue and resolves support tickets as assigned.

7.    Participates in and coordinates projects, shares information and receives feedback from other OIT staff as appropriate.

8.    Generates and maintains detailed technical documentation, coordinates service calls and repairs for warranty and non-warranty items.

9.    Provides Audio Visual (AV) and Video Conferencing (VC) support as assigned. Assists with reserving, setting up, and troubleshooting of AV and VC equipment. 

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

1. Advanced knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment

2. Advanced knowledge of computer software, hardware, and firmware relative to personal computers, 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. Ability to do advanced troubleshooting on various manufacturers of computers

5. Ability to plan, organize, manage and track projects

6. Ability to communicate effectively both verbally and in writing

7. Ability to read, understand, and comply with the department's policies

9 General Knowledge Skills and Abilities (KSAs):

The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas:

1. 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.
2. 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.
3. 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.
4. Decision Making: Makes sound, well-informed, and objective decisions utilizing critical thinking skills and analysis.
5. Flexibility: is open to change, new processes (or process improvement), and new information. Can adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others.
6. Interpersonal: Shows friendliness, courtesy, understanding, and politeness to others
7. Leadership: Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations.
8. Problem Solving: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations accordingly.
9. Team Building: Encourages, inspires, and guides others toward accomplishing the common goal as an equal member of the team.
10. Quality Assurance: Knowledge of ideologies, techniques and tools for quality assurance and control. The ability to put ideologies, techniques, and tools into practice.