What are the responsibilities and job description for the Customer Support Analyst (Intermediate) position at Pyramid Technology Solutions, Inc.?
Job Details
Position - Customer Support Analyst (Intermediate)
Location - Pompano FL. On-Site position
Duration 12 Months
General Characteristics
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.
Dimensions
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.
Complexity:
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.
Primary Job Duties:
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
