Customer Support Analyst

Overview
Infinitice specializes in IT staff augmentation, connecting businesses with highly skilled professionals across data, analytics, and technology roles. We help organizations scale quickly with the right talent at the right time.

Our client is seeking to add a Customer Support Analyst to their team for a long-term project. Below are the requirements. Please review and apply if you are a fit.

Telecommuting is not allowed in this position.

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:

The duties of this position can be broad and will include

• Assisting the Workstation Support Supervisor with troubleshooting computer systems and related software
  
• Learning about and providing technical assistance and routine maintenance of specialized software applications.
  
• Providing support for other IT-related hardware devices such as networked printers, smartphones, etc.
  
• Providing Tier 2 support of medium to high difficulty, requiring the ability to take ownership of complex issues.
  
• Perform advanced troubleshooting to determine the cause of problems.
  
• Installs, configures, and provides support, monitors Service Desk queue and resolves support tickets as assigned.
  
• Participates in and coordinates projects, shares information and receives feedback from other OIT staff as appropriate.
  
• Generates and maintains detailed technical documentation, coordinates service calls and repairs for warranty and non-warranty items.
  
• Provides Audio Visual (AV) and Video Conferencing (VC) support as assigned. Assists with reserving, setting up, and troubleshooting of AV and VC equipment.