We are looking for a
Customer Support Analyst for our client based in Tallahassee, FL.
US BASED CANDIDATES ONLY.
This is an
on-site position.
*no third parties and no sponsorship*
Who we are
Founded in 2009 and headquartered in beautiful Miami, FL, TECKpert is a tech consulting and staff augmentation firm. At TECKpert, we offer a contingent workforce built for any size digital transformation project. Experts in design, development, IT, analytics and marketing, provide innovative digital solutions to achieve success in our new economy. Our leaders identify the technical talent best suited to bolster our client’s capabilities, across all industries, including, healthcare, government, finance, legal, real estate, and startups.
The project
Our client is seeking an experienced Customer Support Analyst specializing in software and hardware support. The ideal candidate will provide technical advice, guidance, and informal training to customers using various hardware and software programs. They will troubleshoot and resolve routine technical service and equipment issues by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures. The role involves performing root cause analysis and developing checklists for common problems, recommending procedures and controls to prevent recurrence.
The analyst will maintain and update knowledge databases and call tracking systems to improve the quality of problem resolutions. Additionally, the candidate will collaborate effectively within a team environment, sharing information and assisting colleagues with customer calls. The successful candidate will possess strong problem-solving skills, excellent communication abilities, and a commitment to providing top-notch customer service.Job duties include, but are not limited to:
- Assist the Supervisor with troubleshooting computer systems and related software.
- Learn about and provide technical assistance, as well as routine maintenance for specialized software applications.
- Support various IT hardware devices, including networked printers and smartphones.
- Deliver Tier 2 support for medium to high complexity issues, taking ownership of resolving them.
- Perform advanced troubleshooting to diagnose and address problems.
- Install, configure, and provide support for systems, monitor the Service Desk queue, and resolve support tickets as assigned.
- Participate in and coordinate projects, share information, and receive feedback from other OIT staff as necessary.
- Generate and maintain detailed technical documentation; coordinate service calls and repairs for both warranty and non-warranty items.
- Provide Audio Visual (AV) and Video Conferencing (VC) support, assisting with the reservation, setup, and troubleshooting of AV and VC equipment.
Compensation and Term
This opportunity is for a full-time, contract position with possible extensions. Pay varies with experience up to $42,000 per year. Medical, dental, vision and life insurance available after 30 days of hire.
Qualifications you need
A successful Customer Support Analyst possesses or provides the following:
- Bachelor’s or Associate degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- At least one year of experience in the installation, maintenance, and technical support of workstation hardware.
- Experience providing customer service and technical support for Microsoft Office 365 and Windows 10 or later.
- Technical certifications such as CompTIA A+, CompTIA Net+, and MCDST are preferred but not required.
- Advanced knowledge of Microsoft products, including operating systems, Office Suite, and Outlook in a networked environment.
- In-depth understanding of computer software, hardware, and firmware related to personal computers and local area network/wide area network environments.
- Proficiency in installing and providing technical support for software applications, operating systems, and personal computer hardware.
- Strong skills in advanced troubleshooting for various computer manufacturers.
- Proven ability to plan, organize, manage, and track projects effectively.
- Excellent verbal and written communication skills.
- Ability to read, understand, and comply with departmental policies.
Working with us
Working with TECKpert means more options. As new opportunities arise, you tell us what you think is a good fit for you. What industries interest you most? Do you prefer an on-location, 9-5? Or would you want a flexible schedule and remote work? We proudly offer a wide variety of roles. Many of our TECKperts enjoy coworking and skills training coupled with the stability of full-time employment. We believe TECKpert gives today's digital professionals an agile path to start and advance their career.
All of our opportunities require at least 20 hours per week and can be one to twelve months in length. Choose the opportunity that matches your interest and desired cadence.
Next Steps
Thank you for applying. If you are selected, we will reach out for a skills assessment and to schedule a short prescreen video call to get to know you better. We will also be in touch for any future roles your profile will match with.TECKpert provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
