What are the responsibilities and job description for the Customer Support Analyst (Intermediate) position at Black Fox?
Black Fox is a certified ISO 9001:2015 and ISO 22301:2019 firm with an array of experience in managing and delivering professional services to public, private, education institutions, and nonprofit organizations across globe. Black Fox has exemplified excellence by receiving the 2021 University of Connecticut’s School of Business Veteran Impact Award, the 2022 Department of Labor’s HIREVet Medallion Gold Award, and the 2023 Small Business Administration Veteran Owned Small Business of the Year Award.
Since its inception, Black Fox has been a recognized leader in the development and implementation of information management and solutions. We depend on a diverse team of talented staff to design, develop, and deploy information solutions for our clients.
Scope of Work
Responsible for Tier 1 and 2 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
Experience
Job Specific Knowledge, Skills, and Abilities
Intermediate professional level role. Provides Tier 1 and Tier 2 support of medium to high complexity. Works in a team as a team member. May coach more junior technical staff.
Salary
Location
Benefits:
Since its inception, Black Fox has been a recognized leader in the development and implementation of information management and solutions. We depend on a diverse team of talented staff to design, develop, and deploy information solutions for our clients.
Scope of Work
Responsible for Tier 1 and 2 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
- Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
Experience
- A minimum of 2 years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/troubleshooting skills.
Job Specific Knowledge, Skills, and Abilities
Intermediate professional level role. Provides Tier 1 and Tier 2 support of medium to high complexity. Works in a team as a team member. May coach more junior technical staff.
- Fulfillment of data requests
- Creation and maintenance of data tracking documents Performing data entry
- Performing research
- Creating and managing written communication with requesting agencies and Florida's Turnpike Enterprise stakeholders.
- Software: Avigilon Excel Outlook Teams
- File Transfer Appliance
Salary
- $57,120.00
Location
- Pompano, Florida
Benefits:
- Health Benefits (Medical, Dental, Vision and Hearing)
- Retirement Benefits (401k)
- Paid Time Off (For Qualifying Members)
Salary : $57,120 - $59,000
