Customer Support Analyst

SMART TECH SKILLS LLC•Tallahassee, FL

6d•Onsite

About The Position

The Workstation Support Technician is responsible for providing Tier II technical support for desktop hardware, software, operating systems, peripherals, mobile devices, and enterprise applications. This role supports end users by troubleshooting technical issues, performing installations and upgrades, maintaining technical documentation, and ensuring timely resolution of service requests. The ideal candidate possesses strong customer service skills, advanced troubleshooting capabilities, and experience supporting Microsoft Windows and Microsoft 365 environments.

Requirements

High School Diploma or equivalent.
Minimum 2 years of experience supporting: Desktop Hardware, Windows Operating Systems, Microsoft Office 365, End User Support.
Experience providing technical support and customer service.
Experience installing, configuring, and troubleshooting workstation hardware and software.
Experience supporting network-connected devices and peripherals.
Strong troubleshooting and problem-solving skills.

Nice To Haves

CompTIA A+, Network+, MCDST, or similar certifications may substitute for experience.
Associate or Bachelor's degree in Computer Science, Information Technology, or related field.
Experience supporting enterprise Service Desk environments.
Experience with AV and Video Conferencing technologies.
Experience supporting smartphones and mobile devices.
Experience participating in workstation deployment projects.
Familiarity with Active Directory and enterprise network environments.

Responsibilities

Provide hardware and software support for desktop and laptop systems.
Troubleshoot and resolve workstation, operating system, application, and peripheral issues.
Support Microsoft Office 365, Outlook, Windows operating systems, and enterprise applications.
Install, configure, upgrade, and maintain workstation hardware and software.
Provide Tier II support for complex technical issues.
Monitor and manage support tickets through the Service Desk queue.
Perform root cause analysis and implement corrective actions.
Develop and maintain technical documentation, knowledge base articles, and troubleshooting procedures.
Coordinate warranty and non-warranty repairs with vendors.
Support printers, scanners, smartphones, and other IT-related devices.
Provide Audio Visual (AV) and Video Conferencing (VC) support.
Assist with project implementations, workstation deployments, and upgrades.
Collaborate with IT staff to resolve issues and improve support processes.
Recommend solutions and preventive measures to reduce recurring incidents.