Customer Support Analyst – Intermediate

Job Title: Customer Support Analyst - Intermediate

Job ID: PR961994-R187108
Location:Tallahassee FL (Onsite - No Telework)
Duration:2-6 Months

Job Summary

The client is seeking anIntermediate Customer Support Analystto provide technical support for hardware software and workstation systems in a fast-paced enterprise environment. This role involves Tier 2 troubleshooting desktop support service desk ticket resolution installation/configuration of systems and support for AV/video conferencing technologies.

The ideal candidate will have strong customer service skills hands-on workstation support experience and expertise in Microsoft technologies.

Key Responsibilities

• Provide software and hardware technical support for end users.
• Troubleshoot and resolve workstation printer smartphone and related IT hardware issues.
• Provide Tier 2 support for medium to high complexity incidents.
• Install configure and maintain desktop/laptop systems and peripherals.
• Monitor Service Desk queue and resolve tickets in a timely manner.
• Support Microsoft Office 365 Windows 10/11 Outlook and enterprise applications.
• Perform root cause analysis and recommend preventive solutions.
• Maintain technical documentation knowledge base articles and call tracking systems.
• Coordinate warranty and non-warranty repairs.
• Provide Audio Visual (AV) and Video Conferencing (VC) support.
• Assist with IT projects and collaborate with internal support teams.

Required Qualifications

• High School Diploma or equivalent.
• 1 yearexperience in workstation hardware installation maintenance and technical support.
  OR
• 1 yearexperience in customer service and technical support with Microsoft Office 365 and Windows 10 or above.
  OR
• Relevant certifications such asCompTIA ANetworkMCDST.
  OR
• Associate or Bachelors degree in Computer Science Information Technology or related field.

Required Skills

• Advanced knowledge of Microsoft Windows OS Office Suite and Outlook.
• Strong knowledge of desktop hardware software and firmware.
• Experience supporting LAN/WAN-connected devices.
• Ability to troubleshoot multiple computer manufacturers devices.
• Strong written and verbal communication skills.
• Ability to manage tasks prioritize workload and meet deadlines.
• Strong customer service and teamwork mindset.

Preferred Skills

• Experience in enterprise IT environments.
• AV / Video Conferencing support experience.
• Ticketing system / Service Desk experience.
• Project coordination skills.

Required Skills:

Help desk ITHelp Desk/ Desktop SupportDesktop AdministrationDesktop Support ManagementDesktop Application SupportDesktop Computers