Advanced Systems Design is seeking a Customer Support Analyst for our client located in Tallahassee, FL.Sorry, remote work will not be considered.Job OverviewA customer support analyst collects and analyzes customer data and then works to develop resolutions for issues.
Job duties include communicating with customers through phone and email, executing research strategies to improve productivity and customer satisfaction, and promptly following up with customer requests.
In this job, you use surveys, reports, and other techniques to troubleshoot issues, and you may train new employees.
This career requires customer service and communication skills, and many employees prefer experience in sales, marketing, or customer service.
Qualifications typically include a bachelor’s degree or a combination of training and education.
Some companies may also require in-house training that’s industry-specific.Primary Job Duties/ TasksMonitors 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 a 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 the cause of the problem.Installs, configures, and provides user support for personal computers and peripheral equipment including software installation and upgrades, patches, and advanced technical support within the 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 AV and VC equipment.Works in multiple teams as a team memberRequired Skills2 years of IT experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem-solving/ troubleshooting skills.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 othersLeadership: Motivates, encourages, and challenges others.
Can adapt leadership styles in a variety of situations.Problem Solving: Able to identify, evaluate, and use sound judgment to generate and evaluate alternative actions, and make recommendations accordingly.Team Building: Encourages, inspires and guides others toward accomplishing the common goal as an equal members 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.EducationPrefer an Associates Degree or higherAdvanced Systems Design, Inc.
IsA leading Information Technology provider for Federal, State & Local government agencies.A certified minority-owned small business government contractor with capabilities related to Public Health IT, Criminal Justice, Transportation and Defense.A certified service-disabled veteran-owned company with a proud 37 year track record of providing successful innovative solutions for our government customers.A drug-free workplace in accordance with the Drug Free Workplace Act of 1988.
Applicants who have a signed offer of employment or contractor agreement are subject to:the pre-employment testing protocol:background investigationdrug screeningpre-employment consequences portion of the ASD Drug-Free Workplace Policy Our EmployeesAre actively working on next-generation technology projects with the U.S.
Department of Veterans Affairs, and a wide array of Federal, State and Local agencies throughout the United StatesAre eligible for wide-ranging benefits and perks, including but not limited to:Comprehensive Health Insurance with PPO and HDHP/HSA optionsDental InsuranceVision InsuranceShort/Long-Term DisabilityGroup Life Insurance Company PaidVoluntary Life Insurance401(k) Plan with Employer MatchPaid Time Off (Vacation/Sick)Holiday Pay Company Paid Federal HolidaysTuition AssistanceProfessional Certification Incentive PlanEmployee Referral PlanTechnology ExposureFor additional information regarding Advanced Systems Design, please check out our website at: www.Asd-web.Com