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Customer Support Analyst

3 months ago

Tallahassee, United States PSR Associates Full time

PSR Associates is a consulting and talent solutions firm that connects qualified IT professionals with great opportunities. Whether you're looking for a contract or permanent position, we can help you find the right fit for your skills and experience. We have a team of experienced recruiters who know the IT industry inside and out, and we work with you every step of the way to ensure a smooth and successful transition. PSR Connecting Talent, Crafting Success.

Customer Support Analyst Position Description

We are seeking a Customer Support Analyst to join our team. The selected candidates will work onsite in Tallahassee, FL alongside the project team.

Summary:
Responsible for software and hardware support. Provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.

Education

  • High School diploma or equivalent.

Experience
  • One (1) year of work experience in the installation, maintenance and technical support of workstation hardware.
  • Or one (1) years' experience providing customer service and technical support with Microsoft Office 365 and Windows 10 or above operating system.
  • Or Technical certifications from workstation training programs such as CompTIA A+, Comp TIA Net+, and MCDST may be substituted for one (1) year of experience.
  • Or a Bachelor or Associate degree in Computer Science, Information Technology or a closely related field from an accredited college or university.

Primary Job Duties/ Tasks
Intermediate professional level role. The duties of this position can be broad and will include
  • ssisting 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, smartphones, etc.
  • Providing Tier 2 support of medium to high difficulty requiring the ability to take ownership of complex issues.
  • Perform advanced troubleshooting to determine the cause of problems.
  • Installs, configures, and provides support, monitors Service Desk queue and resolves support tickets as assigned.
  • Participates in and coordinates projects, shares information and receives feedback from other Client staff as appropriate.
  • Generates and maintains detailed technical documentation, coordinates service calls and repairs for warranty and non-warranty items.
  • Provides Audio Visual (AV) and Video Conferencing (VC) support as assigned. Assists with reserving, setting up, and troubleshooting of AV and VC equipment.

Job Specific Knowledge, Skills, and Abilities (KSAs)
  • dvanced knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment
  • dvanced 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
  • bility to do advanced troubleshooting on various manufacturers of computers
  • bility to plan, organize, manage and track projects
  • bility to communicate effectively both verbally and in writing
  • bility to read, understand, and comply with the department's policies

General Knowledge Skills and Abilities (KSAs):
The selected candidate must be able to apply common knowledge, skills, and abilities in the following areas:
  • Initiative: Must be able to comprehend assignments, organize workload, and meet deadlines with little direction. Must be able to monitor and analyze situations to determine the next step.
  • Communication: Can clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e., project team meetings, management presentations, etc.). Must have the ability to effectively listen and process information provided by others.
  • Customer Service: Works well with clients and customers (i.e., business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.
  • Decision Making: Makes sound, well-informed, and objective decisions utilizing critical thinking skills and analysis.
  • Flexibility: is open to change, new processes (or process improvement), and new information. Can adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others.
  • Interpersonal: Shows friendliness, courtesy, understanding, and politeness to others
  • Leadership: Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations.
  • Problem Solving: ble to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations as accordingly.
  • Team Building: Encourages, inspires, and guides others toward accomplishing the common goal as an equal member of the team.
  • Quality Assurance: Knowledge of the ideologies, techniques and tools for quality assurance and control. The ability to put the ideologies, techniques, and tools into practice.