Customer Support Analyst

ASSYST is seeking a skilled Customer Support Analyst to join our workstation support team, specializing in the Department's Audio-Visual (AV) environments in Deland, FL.
The primary focus of this role is the installation, monitoring, maintenance, and troubleshooting of all AV systems, as well as providing training to staff on their usage. This position also provides comprehensive Tier 2 technical support for computer hardware, peripherals, and specialized software applications.
Job Location: Deland, Florida (Onsite)
Job Type: Contract (Corp to Corp/C2C or 1099)

Responsibilities:

• Serve as the primary technical expert for all conference room and huddle space AV equipment, including projection systems, LCD monitors, and Polycom video/teleconferencing units.
• Manage the full lifecycle of AV equipment: coordinate installation, configuration, and repairs (both warranty and non-warranty).
• Perform routine maintenance and manage inventory for AV-related items, including replacement bulbs, loaner projectors, and mobile displays.
• Configure, maintain, and update wePresent wireless presentation devices, ensuring firmware and instructional guides are current.
• Train and support end-users on AV equipment usage; collaborate with the multi-media team to develop and maintain training materials and "how-to" videos.
• Act as the technical advisor for new AV equipment purchases and conference room renovation planning.
• Provide Tier 2 support for medium-to-high difficulty technical issues; perform advanced troubleshooting to determine and resolve root causes.
• Monitor the Service Desk queue and resolve support tickets efficiently, documenting all actions taken.
• Assist the Workstation Support Supervisor with troubleshooting specialized applications (e.g., Enterprise Electronic Document Management System (EEDMS), Primavera, various Engineering applications).
• Support standard workstation hardware, software, and peripherals (networked printers, USB devices), including PC replacements and imaging.
• Provide setup and support for mobile devices (iPhone and Android).
• Generate and maintain detailed technical documentation for systems and procedures.
• Participate in and coordinate IT projects, sharing information and receiving feedback from other OIT staff as appropriate.
• Assist with software inventory and licensing reports using tools like SCCM; research and evaluate new software solutions as requested.
• Provide advanced support and guidance to other Technicians as needed, particularly in AV systems.

Required Qualifications and Skills:

• Bachelor s Degree in Computer Science, Information Systems, or a related field; OR equivalent professional work experience.
• Advanced knowledge of Microsoft operating systems and the Microsoft Office suite (including Outlook) in a networked environment.
• Proven experience installing, configuring, and supporting professional AV equipment (e.g., projection systems, LCD displays, video conferencing units, wireless presentation devices).
• Advanced troubleshooting skills for a wide range of computer hardware, peripherals, and AV equipment.
• Strong understanding of computer hardware, software, and firmware within LAN/WAN environments.
• Excellent communication skills (verbal and written), with the ability to explain technical concepts to non-technical users.
• Strong organizational and time-management skills, with the ability to plan, track, and manage tasks effectively.
• Ability to read, understand, and comply with all department policies and procedures.

Preferred:

• Experience with Polycom video conferencing equipment.
• Experience with system management tools such as SCCM for reporting or software deployment.
• Experience supporting specialized engineering or document management software.

ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law.