Customer Support Analyst

Customer Support AnalystThe Florida Department of Transportation (FDOT) requires an intermediate-level customer support professional to provide in-office Tier 2 workstation support at FDOT’s Central Office. The resource will troubleshoot routine and complex issues, maintain support records and knowledge databases, and assist users with IT-related hardware and software problems.Primary Job Duties & Responsibilities include:Assist the Workstation Support Supervisor with troubleshooting computer systems and related software.Provide technical assistance and routine maintenance of specialized software applications.Support IT-related hardware devices, including networked printers and smartphones.Provide Tier 2 support of medium to high difficulty, taking ownership of complex issues and performing advanced troubleshooting to determine the root cause of problems.Install, configure, and provide support; monitor the Service Desk queue and resolve assigned support tickets.Participate in and coordinate projects, generating and maintaining detailed technical documentation.Coordinate service calls and repairs for warranty and non-warranty items.Provide Audio Visual (AV) and Video Conferencing (VC) support, including reserving, setting up, and troubleshooting equipment.Education & Experience Requirements include:High School diploma or equivalent.Experience (Must meet ONE of the following):Two (2) years of work experience in the installation, maintenance, and technical support of workstation hardware; ORTwo (2) years of experience providing customer service and technical support with Microsoft Office 365 and Windows 7 (or above); ORA Bachelor's or Associate's degree in Computer Science, Information Technology, or a closely related field.Note: Technical certifications from workstation training programs (CompTIA A+, CompTIA Net+, MCDST) may substitute for one (1) year of experience.Knowledge, Skills, and Abilities (KSAs) include:Advanced knowledge of Microsoft products, including Windows operating systems, Office 365 suite, and Outlook in a networked environment.Advanced knowledge of PC software, hardware, and firmware within LAN/WAN environments.Skilled at installing and supporting software applications, operating systems, and hardware across various computer manufacturers.Ability to plan, organize, manage, and track projects while communicating effectively both verbally and in writing.General competencies in initiative, customer service, flexibility, problem-solving, team building, and quality assurance.