Customer Support Analyst

RESPONSIBILITIES:
Kforce has a client that is seeking a Customer Support Analyst in Tallahassee, FL.

Overview:
This is an intermediate-level IT support role responsible for providing Tier 2 workstation, hardware, and software support in a team-based environment. The position supports end users through advanced troubleshooting, incident resolution, project participation, and the maintenance of technical documentation. The role requires ownership of complex issues, strong customer service skills, and the ability to work independently with minimal supervision.

Primary Job Duties and Responsibilities:
* Assist the Workstation Support Supervisor with troubleshooting computer systems, operating systems, and related software
* Learn, support, and perform routine maintenance on specialized software applications
* Provide support for IT-related hardware including desktops, laptops, networked printers, smartphones, and peripheral devices
* Generate and maintain detailed technical documentation; Coordinate vendor service calls and warranty/non-warranty repairs
* Provide Audio Visual (AV) and Video Conferencing (VC) support, including reservation, setup, and troubleshooting of AV/VC equipment as assigned

Additional Responsibilities:
* Provide technical advice, guidance, and informal training to end users
* Diagnose, troubleshoot, and restore routine technical service and equipment issues using established processes
* Perform root cause analysis and develop checklists for recurring issues
* Recommend procedures and controls for problem prevention
* Maintain knowledge base and call tracking systems to improve service quality
* Work collaboratively within a team, sharing information and assisting peers as needed

REQUIREMENTS:
* High School diploma or equivalent required

Experience (One of the following required):
* Associate or Bachelor's degree in Computer Science, Information Technology, or a closely related field from an accredited institution
* One (1) year of experience installing, maintaining, and supporting workstation hardware
* One (1) year of experience providing customer service and technical support using Microsoft Office 365 and Windows 10 or later
* Technical certifications (e.g., CompTIA A+, CompTIA Network+, MCDST) may substitute for one (1) year of experience

* Advanced knowledge of Microsoft products, including Windows operating systems, Microsoft Office, and Outlook in a networked environment
* Advanced understanding of computer software, hardware, and firmware in LAN/WAN environments
* Strong skills in installing, configuring, and supporting operating systems, software applications, and workstation hardware
* Ability to perform advanced troubleshooting across multiple computer manufacturers
* Ability to plan, organize, manage, and track projects effectively
* Strong verbal and written communication skills
* Ability to read, understand, and comply with departmental policies and procedures

The candidate must demonstrate competency in the following areas:
* Initiative: Ability to independently organize workload, meet deadlines, and determine next steps with minimal oversight
* Communication: Effectively communicates information in written and verbal formats to varied audiences; demonstrates strong listening skills
* Customer Service: Able to assess customer needs, provide guidance, and resolve issues professionally and efficiently
* Decision Making: Uses sound judgment, critical thinking, and analysis to make informed decisions
* Flexibility: Adapts to changing priorities, processes, and environments; Accepts and provides constructive feedback

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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