Customer Service Analyst - CSA24-13630

Job Title: Customer Support Analyst B. Intermediate
Location: Deland, FL
Duration: 12 months

Scope of Services:
The organization is seeking a technician to assist the existing workstation support team with monitoring, troubleshooting, and maintaining the department's Audio Visual environments, including installation, maintenance services, and staff training. The role includes a broad range of tasks such as assisting the Workstation Support Supervisor with troubleshooting computer systems and related software, providing technical assistance for specialized software applications, and supporting IT-related hardware devices like networked printers and USB peripherals. The technician will handle Tier 2 support of medium to high complexity, perform advanced troubleshooting, and manage various support tasks.

Education:
Bachelor's Degree in Computer Science, Information Systems, or a related field, or equivalent work experience.

Experience:

1. Advanced knowledge of Microsoft products (operating systems, Microsoft Office suite, including Outlook) in a networked environment.
2. Advanced knowledge of computer software, hardware, and firmware for personal computers, LAN/WAN environments.
3. Experience in installing and providing technical support for audio-visual equipment, including projection systems, LCD TV systems, wireless presentation devices, video conferencing equipment, software applications, operating systems, and personal computer hardware.
4. Ability to perform advanced troubleshooting on various computers, peripherals, and audio-visual equipment.
5. Project planning, organization, management, and tracking skills.
6. Effective verbal and written communication skills.
7. Ability to read, understand, and comply with departmental policies.

Primary Job Duties/Tasks:

1. Provide primary support for conference room and huddle space projection and LCD monitor display systems, including Polycom video conferencing and teleconferencing equipment. Handle installation, configuration, maintenance, and inventory of equipment.
2. Set up and configure wireless presentation devices to standards, maintain documentation, and provide training on equipment usage. Collaborate on developing how-to videos for conference room equipment.
3. Maintain the computer training facility, ensuring desktop training computers are operational, the OS is updated, and training software is installed. Manage scheduling and support training coordinators.
4. Assist with troubleshooting specialized applications and standard workstation support issues. Generate reports from SCCM and research new software solutions as needed.
5. Support iPhone and Android phones setup and other assigned tasks.

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

1. Advanced knowledge of Microsoft products, including operating systems, Office suite, and Outlook.
2. Expertise in computer software, hardware, and firmware for PCs and network environments.
3. Proficient in installing, maintaining, troubleshooting, and supporting audio-visual presentation equipment.
4. Advanced troubleshooting skills for various manufacturers of audio-visual equipment.
5. Strong project planning, organization, management, and tracking abilities.
6. Effective communication skills, both verbal and written.
7. Ability to follow departmental policies and procedures.
8. Capability to multi-task, prioritize, work with minimal supervision, and achieve results in a fast-paced environment.
9. Familiarity with iPhone and Android smartphones.

Personal Attributes:

1. Trustworthy with sensitive information.
2. Accountable team player with a strong sense of responsibility.
3. High level of honesty and integrity.
4. Experience working independently and collaboratively in a team environment.
5. Advanced interpersonal, written, and oral communication skills.
6. Excellent listening and problem-solving abilities.
7. Adaptability to shifting priorities and demands.
8. Quick learner with the ability to apply new knowledge effectively.
9. Strong customer service orientation and attention to detail.