Customer Support Analyst Intermediate

Job Title: Customer Support Analyst - Intermediate

Job ID: PR961994-R187108

Location: Tallahassee, FL (Onsite - No Telework)

Duration: 2-6 Months

Job Summary

The client is seeking an Intermediate Customer Support Analyst to provide technical support for hardware, software, and workstation systems in a fast-paced enterprise environment. This role involves Tier 2 troubleshooting, desktop support, service desk ticket resolution, installation/configuration of systems, and support for AV/video conferencing technologies.

The ideal candidate will have strong customer service skills, hands-on workstation support experience, and expertise in Microsoft technologies.

Key Responsibilities

• Provide software and hardware technical support for end users.
• Troubleshoot and resolve workstation, printer, smartphone, and related IT hardware issues.
• Provide Tier 2 support for medium to high complexity incidents.
• Install, configure, and maintain desktop/laptop systems and peripherals.
• Monitor Service Desk queue and resolve tickets in a timely manner.
• Support Microsoft Office 365, Windows 10/11, Outlook, and enterprise applications.
• Perform root cause analysis and recommend preventive solutions.
• Maintain technical documentation, knowledge base articles, and call tracking systems.
• Coordinate warranty and non-warranty repairs.
• Provide Audio Visual (AV) and Video Conferencing (VC) support.
• Assist with IT projects and collaborate with internal support teams.

Required Qualifications

• High School Diploma or equivalent.
• 1+ year experience in workstation hardware installation, maintenance, and technical support.
  OR
• 1+ year experience in customer service and technical support with Microsoft Office 365 and Windows 10 or above.
  OR
• Relevant certifications such as CompTIA A+, Network+, MCDST.
  OR
• Associate or Bachelor s degree in Computer Science, Information Technology, or related field.

Required Skills

• Advanced knowledge of Microsoft Windows OS, Office Suite, and Outlook.
• Strong knowledge of desktop hardware, software, and firmware.
• Experience supporting LAN/WAN-connected devices.
• Ability to troubleshoot multiple computer manufacturers devices.
• Strong written and verbal communication skills.
• Ability to manage tasks, prioritize workload, and meet deadlines.
• Strong customer service and teamwork mindset.

Preferred Skills

• Experience in enterprise IT environments.
• AV / Video Conferencing support experience.
• Ticketing system / Service Desk experience.
• Project coordination skills.