Randstad US

customer support analyst – software and hardware.

lake city , florida
posted 1 day ago

job details

summary

$18 – $20 per hour
contract
no requirements
category computer and mathematical occupations
reference1054078

job details

job summary

Scope of Services

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.

Education

Bachelor’s Degree in Computer Science, Information Systems, or another related field. Or equivalent work experience

Experience

Typically has 2 to 5 years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/troubleshooting skills.

Primary Job Duties/ Tasks

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 Tier III advanced support for 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.

Provides support of medium to high complexity.

Works in a team as a team member.

May coach more junior technical staff.

Job Specific Knowledge, Skills, and Abilities (KSAs)

The submitted candidate must be able to the specific knowledge, skills, and abilities in the following areas:

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
Skilled at installing and providing technical support for software applications, operating systems and personal computer hardware
Skilled in the installation, maintenance, trouble shooting, and support of audio video presentation equipment including basic room setup and design.
Ability to perform advanced troubleshooting on various manufacturers of audio video equipment
Ability to plan, organize, manage and track projects
Ability to communicate effectively both verbally and in writing
Ability to read, understand, and comply with the department’s policies
Ability to multi-task, appropriately prioritize, work with minimal supervision, and achieve results in a fast-paced environment is required
Familiar with iPhone and Android Smartphones

Personal Attributes

Able to be trusted with sensitive information
Accountable team player who believes no task is too small or too big to tackle
Possess a high level of honesty and integrity in all matters
Experience at working both independently and in a team-oriented, collaborative environment
Advanced interpersonal, written, and oral communication skills
Excellent listening and interpersonal skills
Ability to conduct research into issues and topics as assigned
Can conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities
Must be able to learn, understand, and new things quickly
Ability to effectively communicate ideas
Highly self-motivated and directed
Keen attention to detail
Proven analytical and creative problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
strong customer service orientation

General Knowledge Skills and Abilities (KSAs):

The submitted candidate must be able to common knowledge, skills, and abilities in the following areas:

Initiative: Must be able to comprehend assignments, organize workload, and meet deadlines with little direction. Must be able to monitor and analyze situations to determine the next step.
Communication: Can clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e., project team meetings, management presentations, etc.). Must have the ability to effectively listen and process information provided by others.
Customer Service: Works well with clients and customers (i.e., business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.
Decision Making: Makes sound, well-informed, and objective decisions utilizing critical thinking skills and analysis.
Flexibility: is open to change, new processes (or process improvement), and new information. Can adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others.
Interpersonal: Shows friendliness, courtesy, understanding, and politeness to others
Leadership: Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations.
Problem Solving: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations as accordingly.
Team Building: Encourages, inspires, and guides others toward accomplishing the common goal as an equal member of the team.
Quality Assurance: Knowledge of the ideologies, techniques and tools for quality assurance and control. The ability to put the ideologies, techniques, and tools into practice.

location: Lake City, Florida

job type: Contract

salary: $18 – 20 per hour

work hours: 8am to 5pm

education: No Degree Required

responsibilities