Customer Support Analyst

We are looking for a Customer Support Analyst for our client based in Lake City, FL. 

US BASED CANDIDATES ONLY.  

This is an on-site position. Candidates are expected to work a minimum of three full days per week in the Lake City office.

*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 looking for an experienced Customer Support Analyst. In this position you will be 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..

Job duties include, but are not limited to:

1. Monitors Service Desk queue and resolves support tickets as assigned.
2. Documents work performed and resolution(s).
3. Identify, analyze, and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.
4. Provides high level of customer service by providing status and information to the customer.
5. Assigns service desk tickets to the appropriate technician or group for proper resolution and ensures all Service Level Agreements are met in a timely manner.
6. Performs advanced troubleshooting to determine cause of problem.
7. Installs, configures and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame.
8. Works with staff on issues outside their areas of responsibility as needed.
9. Provides hardware and software technical training and professional development for other Technicians as needed or assigned.
10. Provides Tier III advanced support for other Technicians as needed or assigned.
11. Oversees, coordinates, and/or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.
12. Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned.
13. Participates on statewide teams, both internal and external to the Office of Information Technology (OIT).
14. Provide facts to facilitate the team's decision-making process and to achieve the team's goals.
15. Shares information and receives feedback from other OIT staff as appropriate.
16. Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc.
17. Coordinates service calls and repairs for warranty and non-warranty items.
18. Maintains records on all calls and keeps accurate records relating to service calls for maintenance or warranty repairs.
19. Installs, maintains, and supports specialized software applications as assigned.
20. Performs, evaluates, and promotes research and testing of assigned special applications including both hardware and software.
21. Provides Audio Visual (AV) and Video Conference (VC) support as assigned.
22. Assists with reserving, setting up, and troubleshooting of AV and VC equipment.
23. Provides support of medium to high complexity.
24. Works in a team as a team member.
25. May coach more junior technical staff.

Compensation and Term 

This opportunity is for a full-time, 6-month contract position with possible extensions. Pay varies with experience up to $38,000 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 Degree in Computer Science, Information Systems, or another related field. Or equivalent work experience.
• Two (2) to five (5) years of IT work experience with demonstrated working knowledge of basic to moderately.
• Experience with ticketing systems.
• Have advanced knowledge of Microsoft products, such as operating systems, Microsoft Office suite including Outlook in a networked environment 
• Ability to plan, organize, manage and track projects 
• Ability to communicate effectively both verbally and in writing 

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.