What are the responsibilities and job description for the Customer Support Analyst position at Robert Half?
We are offering a permanent employment opportunity for a Customer Support Analyst B. Intermediate in Fort Lauderdale, Florida. The successful candidate will be responsible for providing software and hardware support, technical advice, and training to customers. This role also includes troubleshooting and resolving technical issues, maintaining databases, and contributing to team projects. Responsibilities:• Provide software and hardware support for workstation and networking devices.• Offer technical advice and guidance to customers, fostering a supportive environment.• Troubleshoot and restore technical service and equipment, utilizing established processes and procedures.• Maintain a knowledge database and call tracking system to enhance the quality of problem resolutions.• Collaborate with the team, sharing information and assisting with calls.• Handle service desk tickets, ensuring they are assigned to the appropriate technician or group for resolution.• Execute advanced troubleshooting to determine the cause of problems.• Install, configure, and provide user support for personal computers and peripheral equipment.• Assist staff on issues outside their areas of responsibility when needed.• Deliver hardware and software technical training and detail oriented development for other technicians.• Participate in and coordinate projects like Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.• Support software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off-the-shelf, and Department developed applications.• Engage in statewide teams, both internal and external to the Office of Information Technology (OIT).• Generate and maintain detailed technical documentation including software installation guidelines, troubleshooting processes, etc.• Coordinate service calls and repairs for warranty and non-warranty items.• Maintain records on all calls and keep accurate records relating to service calls for maintenance or warranty repairs.• Install, maintain, and support specialized software applications as assigned.
