Customer Support Analyst
Agama Solutions•Tallahassee, FL
•Onsite
About The Position
Provide software and hardware support to end users. Offer technical advice, guidance, and informal training on hardware and software use. Troubleshoot and resolve routine technical issues using established processes and procedures. Perform root cause analysis and develop problem checklists. Recommend preventive procedures and controls. Maintain knowledge base and call tracking systems. Work collaboratively in a team environment and assist with support calls.
Requirements
- 1 year experience in installation, maintenance, and technical support of workstation hardware
- 1 year experience supporting Microsoft Office 365 and Windows 10 or above
- CompTIA A+, CompTIA Net+, or MCDST certification (substitutes for 1 year experience)
- Associate or Bachelor's degree in Computer Science, Information Technology, or related field
- High School diploma or equivalent
- Advanced knowledge of Microsoft operating systems, Office suite, and Outlook in a networked environment
- Advanced understanding of PC hardware, software, firmware, LAN/WAN environments
- Skilled in installation and support of software, OS, and hardware systems
- Ability to perform advanced troubleshooting across multiple hardware platforms
- Ability to plan, organize, manage, and track projects
- Strong verbal and written communication skills
- Ability to understand and comply with departmental policies
- Initiative: Works independently, manages workload, and meets deadlines
- Communication: Effectively communicates verbally and in writing
- Customer Service: Assesses and resolves customer needs effectively
- Decision Making: Applies critical thinking to make sound decisions
- Flexibility: Adapts to changing priorities and processes
- Interpersonal Skills: Demonstrates professionalism and courtesy
- Leadership: Motivates and supports team objectives when required
- Problem Solving: Identifies issues and recommends solutions
- Team Building: Collaborates effectively toward shared goals
- Quality Assurance: Applies quality control principles and practices
Nice To Haves
- Ability to handle on-call or rotational work schedule
- Ability to maintain technical documentation and support knowledge systems
Responsibilities
- Provide software and hardware support to end users
- Offer technical advice, guidance, and informal training on hardware and software use
- Troubleshoot and resolve routine technical issues using established processes and procedures
- Perform root cause analysis and develop problem checklists
- Recommend preventive procedures and controls
- Maintain knowledge base and call tracking systems
- Work collaboratively in a team environment and assist with support calls
- Assist workstation support supervisor with troubleshooting systems and software
- Provide technical assistance and routine maintenance for specialized applications
- Support IT hardware including network printers, smartphones, and similar devices
- Deliver Tier 2 support for medium to high complexity issues
- Perform advanced troubleshooting to identify root causes
- Install, configure, and support systems; monitor service desk queue and resolve tickets
- Participate in IT projects and collaborate with team members
- Maintain technical documentation and coordinate repair/service activities
- Provide Audio Visual (AV) and Video Conferencing (VC) support including setup and troubleshooting
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
