Customer Service Analyst - CSA24-13548

Job Title: Customer Support Analyst (Entry Level)
Location: Lake City, FL 32025
Duration: 12 months

Scope of Services:

The role involves providing software and hardware support. Responsibilities include offering technical advice, guidance, and informal training to customers using hardware and software programs. The technician will troubleshoot and restore routine technical service and equipment issues by analyzing, identifying, and diagnosing faults using established processes. Duties also involve performing root cause analysis, developing checklists for common problems, recommending procedures for problem prevention, and maintaining a knowledge database to enhance problem resolution quality. The role requires working collaboratively in a team setting and assisting others with calls.

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

Experience:

Typically requires 2 to 5 years of IT work experience with demonstrated knowledge of basic to moderately complex hardware and software products and troubleshooting skills.

Primary Job Duties/Tasks:

1. Monitor Service Desk queue and resolve support tickets as assigned.
2. Document work performed and resolutions.
3. Identify, analyze, and resolve problems using troubleshooting tools and teamwork.
4. Provide high levels of customer service by updating customers on status and information.
5. Assign service desk tickets to appropriate technicians or groups and ensure timely resolution in line with Service Level Agreements.
6. Perform advanced troubleshooting to determine the cause of problems.
7. Install, configure, and provide user support for personal computers and peripheral equipment, including software installation and upgrades.
8. Work with staff on issues outside their areas of responsibility as needed.
9. Provide hardware and software technical training for other technicians as needed.
10. Offer Tier III advanced support for other technicians as required.
11. Oversee, coordinate, and participate in projects such as PC Replacement, Memory Upgrade, and OS Upgrade Projects.
12. Support software applications including Microsoft Operating Systems, Microsoft Office Suite, and other departmental applications.
13. Facilitate team decision-making with factual information.
14. Share information and receive feedback from other staff.
15. Generate and maintain detailed technical documentation, including software installation guidelines and troubleshooting processes.
16. Coordinate service calls and repairs for warranty and non-warranty items.
17. Maintain records on all calls and service requests.
18. Install, maintain, and support specialized software applications.
19. Research and test assigned special applications, both hardware and software.
20. Provide Audio Visual (AV) and Video Conference (VC) support, including setup and troubleshooting.
21. Support medium to high complexity issues.
22. Work effectively as part of a team and may coach junior technical staff.

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. Knowledge of computer software, hardware, and firmware in PC and network environments.
3. Proficiency in installing and supporting software applications, operating systems, and PC hardware.
4. Skilled in the installation, maintenance, troubleshooting, and support of AV presentation equipment.
5. Ability to perform advanced troubleshooting on various manufacturers' AV equipment.
6. Competence in planning, organizing, managing, and tracking projects.
7. Effective communication skills, both verbal and written.
8. Ability to read, understand, and comply with departmental policies.
9. Capability to multi-task, prioritize, work with minimal supervision, and achieve results in a fast-paced environment.
10. Familiarity with iPhone and Android smartphones.

Personal Attributes:

1. Trustworthy with sensitive information.
2. Accountable team player willing to tackle any task.
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. Ability to adapt to shifting priorities and demands.
8. Quick learner with the ability to apply new knowledge effectively.
9. Strong communication skills for conveying ideas.
10. Highly self-motivated and directed.
11. Keen attention to detail.
12. Proven analytical and creative problem-solving abilities.
13. Ability to prioritize and execute tasks under pressure.
14. Strong customer service orientation.