Customer Support Specialist

Tech Valley Talent (TVT) has a contract need for a Customer Support Analyst with our government client in Tallahassee, Florida.

DURATION : 8 Months

LOCATION : Tallahassee, FL-Onsite

Qualifications

• High School diploma or equivalent.
• Two years of work experience in the installation, maintenance and technical support of workstation hardware OR two years experience providing customer service and technical support with Microsoft Office 365 and Windows 7 or above operating system OR Technical certifications from workstation training programs such as CompTIA A+, Comp TIA Net+, and MCDST may be substituted for 1 year of experience OR a Bachelor or Associate degree in Computer Science, Information Technology or closely related field from an accredited college or university.

Day-to-Day tasks

• 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.
• 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.
• Provide advanced troubleshooting to determine 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.

TVT is an Information Technology (IT) professional business leader providing IT services to the public sector. Our firm is founded on the values of high integrity, trust, honesty, and commitment. We take pride in providing exceptional value to our clients by supplying and delivering the best IT project-based and hourly talent across the nation. We are business partners with many technology solution providers such as IBM, AWS, Google, Microsoft, Oracle, Tableau, Salesforce, and others. Tech Valley Talent provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type protected by federal, state, or local laws. This policy applies to all terms and conditions of employment.