Customer Support Analyst

Job Title: Customer Support Analyst, B. Intermediate
Job ID: 2210
Client: Florida Department of Transportation (FDOT)
Location: Onsite (FDOT Central Office, Burns Building, 605 Suwannee Street, Tallahassee, FL 32399)



Note: Teleworking is not authorized. Work-hour flexibility is required between 7:00 AM and 7:00 PM, potentially including Saturdays, rotation, and on-call work.
Project Duration: October 1, 2026 June 30, 2027 (approx. 9 months, possible renewal) I. Scope & Objective

The 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.

II. Primary Job Duties & Responsibilities

• 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.

III. Education & Experience Requirements

• 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; OR
  • Two (2) years of experience providing customer service and technical support with Microsoft Office 365 and Windows 7 (or above); OR
  • A 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.

IV. Knowledge, Skills, and Abilities (KSAs)

• 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.

V. Submission Requirements

• Resume Page Limit: Maximum 3 pages
• Resume Type: Actual