IT Customer Support Analyst

2 weeks ago

DeLand, United States Gravity IT Resources Full time

Job Title: Customer Support Analyst

Location: Deland, Florida

Job Type: Direct Hire/Permanent

Referral Fee:

Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly


Position Overview

The DeLand Office, IT Services Office is looking for a technician to assist the existing workstation support team with monitoring, troubleshooting, and maintaining the Departments Audio Visual environments including installation, maintenance services as well as training staff in their usage. The duties of this position can be broad and will include other such tasks as assisting the Workstation Support Supervisor with troubleshooting computer systems and related software, learning about and providing technical assistance and routine maintenance of specialized software applications. Providing support for other IT related hardware devices such as networked printers and USB attached peripherals. Responsibilities will include providing Tier 2 support of medium to high difficulty requiring the ability to take ownership of complex issues. Being able to perform advanced troubleshooting to determine cause of problems. Installs, configures and provides user support, monitors Service Desk queue and resolves support tickets as assigned. Participates in and coordinates projects, shares information and receives feedback from other OIT staff as appropriate. Generates and maintains detailed technical documentation, coordinates service calls and repairs for warranty and non-warranty items. Maintains records on all calls. Provides advanced support for other Technicians as needed in Audio-Visual systems.


Duties and Responsibilities:

  • Serves as primary support for conference room and huddle space meeting room projection and LCD monitor display systems, including various models of Polycom video conferencing and teleconferencing equipment. Conducts or coordinates with the appropriate OIT section or contracted vendor for initial installation and configuration of equipment. Responsible for assuring routine maintenance and tracking of equipment to include keeping adequate inventory of replacement bulbs, and keeping up with loaner projectors, mobile display monitors and other related equipment.
  • Responsible for setting up and configuring wePresent wireless presentation devices to approved standards. Assures firmware, startup screens and instructional posters and how to guides are kept up to date, tracks placement, assures IP address are properly reserved and maintains documentation. Provides training on the use of equipment as needed and serves as technical advisor to all areas for the purchase of new audio/video equipment and conference room renovation planning. Work with the Organizational Change Management Multi-Media Team on the development and up-keep of how-to videos concerning the use of the equipment used in Central Office Conference Rooms and Huddle Space meeting areas.
  • Responsible for the computer training facility, assuring all 21 desktop training computers remain in good working order and the OS is up to date and installs or assists offices with the installation of training software for classes. Maintains the scheduling calendar and assists various office training coordinators such as the CADD Support Office, Office of Construction, and the Organizational Development Office in preparation for scheduled computer-based classes. Maintains training facility, audio visual equipment.
  • Assists the Workstation Support Supervisor in the troubleshooting of specialized applications including Enterprise Electronic Document Management System (EEDMS), Primavera, various Engineering applications, Department developed applications and other software. Assists with standard workstation support issues and PC replacements as needed. May be called upon to generates reports from SCCM on various specialized software installs and licensing or to evaluate and conduct research of new proposed software solutions. Performs other duties assigned.
  • Assists in setting up and supporting iPhone and Android phones
  • Performs other duties assigned.


Required Experience and Skills

  • Advanced knowledge of Microsoft products, including operating systems, Office suite and Outlook in a networked environment
  • Knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments
  • Skilled at installing and providing technical support for software applications, operating systems and personal computer hardware
  • Skilled in the installation, maintenance, trouble shooting, and support of audio video presentation equipment including basic room setup and design.
  • Ability to perform advanced troubleshooting on various manufacturers of audio video equipment
  • Ability to plan, organize, manage and track projects
  • Ability to communicate effectively both verbally and in writing
  • Ability to read, understand, and comply with the department's policies
  • Ability to multi-task, appropriately prioritize, work with minimal supervision, and achieve results in a fast-paced environment is required
  • Familiar with iPhone and Android Smartphones

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