Job Details:
Title: Customer Support Analyst
Duration: 1 Years with Possibility of Extension
Location: Lake City, FL 32025

Job Description:
*) Monitors Service Desk queue and resolves support tickets as assigned.
*) Documents work performed and resolution(s).
*) Identify, analyze, and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.
*) Provides high level of customer service by providing status and information to the customer.
*) Assigns service desk tickets to the appropriate technician or group for proper resolution and ensures all Service Level Agreements are met in a timely manner.
*) Performs advanced troubleshooting to determine cause of problem.
*) Installs, configures and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame.
*) Works with staff on issues outside their areas of responsibility as needed.
*) Provides hardware and software technical training and professional development for other Technicians as needed or assigned.
*) Provides Tier III advanced support for other Technicians as needed or assigned.
*) Oversees, coordinates, and/or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.
*) Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned.
*) Participates on statewide teams, both internal and external to the Office of Information Technology (OIT).
*) Provide facts to facilitate the team's decision-making process and to achieve the team's goals.
*) Shares information and receives feedback from other OIT staff as appropriate.
*) Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc.
*) Coordinates service calls and repairs for warranty and non-warranty items.
*) Maintains records on all calls and keeps accurate records relating to service calls for maintenance or warranty repairs.
*) Installs, maintains, and supports specialized software applications as assigned.
*) Performs, evaluates, and promotes research and testing of assigned special applications including both hardware and software.
*) Provides Audio Visual (AV) and Video Conference (VC) support as assigned.
*) Assists with reserving, setting up, and troubleshooting of AV and VC equipment.
*) Provides support of medium to high complexity.
*) Works in a team as a team member.
*) May coach more junior technical staff.

Required Skills:
*) Typically has 2 to 5 years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/troubleshooting 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.