IT Customer Support Analyst

Gravity IT Resources

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Job Title: IT Customer Support Analyst
Location: Lake City, FL
Job Type: Contract
Referral Fee:
Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly 

Position Overview
Responsible for software and hardware support of workstation and networking devices. 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.
Duties and Responsibilities

  • Monitors Service Desk queue and resolves support tickets as assigned.
  • Documents work performed and resolution(s).
  • Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.
  • Provides high level of customer service by providing status and information to the customer.
  • Assigns service desk tickets to the appropriate technician or group for proper resolution and ensures all Service Level Agreements are met in a timely manner.
  • Performs advanced troubleshooting to determine cause of problem.
  • Installs, configures and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame.
  • Works  with staff on issues outside their areas of responsibility as needed.
  • Provides hardware and software technical training and professional development for other Technicians as needed or assigned.
  • Provides support and troubleshooting for networked devices with other Technicians as needed or assigned.
  • Oversees, coordinates, and/or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.
  • Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned.
  • Participates on statewide teams, both internal and external to the Office of Information Technology (OIT).
  • Provide facts to facilitate the team’s decision-making process and to achieve the team’s goals.
  • Shares information and receives feedback from other OIT staff as appropriate.
  • Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc.
  • Coordinates service calls and repairs for warranty and non-warranty items.
  • Maintains records on all calls and keeps accurate records relating to service calls for maintenance or warranty repairs.
  • Installs, maintains, and supports specialized software applications as assigned.
  • Performs, evaluates, and promotes research and testing of assigned special applications including both hardware and software.
  • Provides Audio Visual (AV) and Video Conference (VC) support as assigned.
  • Assists with reserving, setting up, and troubleshooting of AV and VC equipment.
  • Works in multiple teams as a team member

Required Experience and Skills

  • 2-5+ years of experience with SW and HW support, troubleshooting, install and upgrades
  • Experience with AV support, troubleshooting, install and upgrades
  • Advanced knowledge of Microsoft products, including operating systems, Office suite and Outlook in a networked environment
  • Knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments
  • Ability to plan, organize, manage and track projects  
  • Familiar with iPhone and Android Smartphones


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