Customer Support Analyst

Position Title: Customer Support Analyst

Location: Tallahassee, FL

Engagement Type: Contract

Work Mode: On-site

Duration: 9 Months (10/01/2026 06/30/2027, with potential renewal)

Interview Type: Microsoft Teams or In-Person

Role Overview
An intermediate Customer Support Analyst is needed to deliver end-user software and hardware technical support. This role involves diagnosing and resolving service issues, providing Tier 2 escalation support, maintaining specialized systems, and assisting with Audio Visual and Video Conferencing equipment. The position requires strong problem-solving skills, customer service dedication, and hands-on experience supporting computer hardware and network environments.

Key Responsibilities
Troubleshoot and restore routine technical service and equipment issues using established diagnostic procedures.
Provide Tier 2 technical support of medium to high difficulty, taking ownership of complex issues.
Assist workstation support leadership with computer system and software troubleshooting.
Deliver technical assistance, routine maintenance, and support for specialized software applications and peripheral hardware (e.g., networked printers, smartphones).
Install, configure, and support hardware/software while monitoring the Service Desk queue and resolving assigned tickets.
Perform root cause analysis and develop documentation and checklists for issue prevention.
Maintain knowledge and call tracking databases to improve problem resolution quality.
Create detailed technical documentation and coordinate service calls and repairs for warranty and non-warranty equipment.
Support Audio Visual (AV) and Video Conferencing (VC) equipment setup, reservations, and troubleshooting.
Collaborate within a team environment to share information, assist with incoming calls, and support projects.

Required Skills & Experience
High School diploma or equivalent.
Qualification met through ONE of the following:

2 years of experience in workstation hardware installation, maintenance, and technical support.

2 years of experience providing customer service and technical support for Microsoft Office 365 and Windows operating systems (Windows 7 or above).

Technical certifications (e.g., CompTIA A+, CompTIA Network+, MCDST) combined with 1 year of hands-on experience.

An Associate or Bachelor's degree in Computer Science, Information Technology, or a closely related field.
Advanced knowledge of Microsoft products (Windows OS, Office Suite, Outlook) in a networked environment.
Advanced knowledge of PC software, hardware, firmware, and local area/wide area network environments.
Proven skill in installing and troubleshooting PC hardware, operating systems, and software applications across multiple manufacturers.
Strong communication, organizational, project-tracking, and problem-solving abilities.

Preferred Skills
Technical certifications such as CompTIA A+, CompTIA Network+, or MCDST.
Prior experience handling Tier 2 technical support and Service Desk queue ticket resolution.
Practical knowledge of Audio Visual (AV) and Video Conferencing (VC) setup and troubleshooting.

Additional Details
Work Arrangement: Full-time on-site position; no telecommuting permitted.
Schedule: Requires flexibility to work hours between 7:00 AM and 7:00 PM and/or Saturdays on a rotation or as part of a regular and on-call schedule.