Customer Support Analyst

• Scope of Services
• Responsible for 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
• High School diploma or equivalent.

Experience

• Two years of work experience in the installation, maintenance and technical support of workstation hardware.
• Or two years’ experience providing customer service and technical support with Microsoft Office 365 and Windows 7 or above operating system.
• Or Technical certifications from workstation training programs such as CompTIA A+, Comp TIA Net+, and MCDST may be substituted for 1 year of experience.
• Or a Bachelor or Associate degree in Computer Science, Information Technology or closely related field from an accredited college or university.

• Primary Job Duties/ Tasks
• Assisting the Workstation Support Supervisor with troubleshooting computer systems and related software
• Learning about and providing technical assistance and routine maintenance of specialized software applications.
• Providing support for other IT related hardware devices such as networked printers, smartphones, etc.
• Providing Tier 2 support of medium to high difficulty requiring the ability to take ownership of complex issues.
• Provide advanced troubleshooting to determine cause of problems.
• Installs, configures, and provides support, monitors Service Desk queue and resolves support tickets as assigned.
• Participates in and coordinates projects, shares information and receives feedback from other OIT staff as appropriate.
• Generates and maintains detailed technical documentation, coordinates service calls and repairs for warranty and non-warranty items.
• Provides Audio Visual (AV) and Video Conferencing (VC) support as assigned. Assists with reserving, setting up, and troubleshooting of AV and VC equipment.

• Job Specific Knowledge, Skills, and Abilities (KSAs)
• Advanced knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment
• Advanced knowledge of computer software, hardware, and firmware relative to personal computers, local area network/wide area network environments
• Skilled at installing and providing technical support for software applications, operating systems and personal computer hardware
• Ability to do advanced troubleshooting on various manufacturers of computers
• Ability to plan, organize, manage and track projects
• Ability to communicate effectively both verbally and in writing
• Ability to read, understand, and comply with the department's policies