What are the responsibilities and job description for the Customer Support Analyst position at Tech Army, LLC?
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.
