Customer Support Analyst

Ubertal Inc.; Tallahassee (FL); On-site; USD 42,000 - 56,000; Full time

Job summary

Ubertal Inc. seeks an intermediate Customer Support Analyst in Tallahassee, FL to deliver end-user software and hardware support on a 9-month on-site contract.

The role covers diagnosing issues, Tier 2 escalation, and AV/VC equipment support, with emphasis on problem solving and hands-on hardware/network experience. The ideal candidate brings 2+ years of hardware/install experience or OS/365 support expertise, plus relevant certifications or a CS/IT degree.

Qualifications

• High School diploma or equivalent.
• 2 years of experience in workstation hardware installation, maintenance, and technical support.
• 2 years of experience providing customer service and technical support for Microsoft Office 365 and Windows OS (Windows 7 or above).
• Technical certifications (e.g., CompTIA A+, CompTIA Network+, MCDST) with 1 year hands-on experience.
• Associate or Bachelor's degree in CS/IT or related field.
• Advanced knowledge of Microsoft products (Windows OS, Office, Outlook) in a networked environment.
• Advanced knowledge of PC software/hardware/firmware in LAN/WAN.
• Proven skill in installing/troubleshooting PC hardware, OS, and software across manufacturers.
• Strong communication, organizational, project-tracking, and problem-solving abilities.

Responsibilities

• Troubleshoot and restore routine technical service issues using diagnostics.
• Provide Tier 2 technical support for medium to high-difficulty issues.
• Assist workstation support with computer system/software troubleshooting.
• Deliver technical assistance for software and peripheral hardware (printers, smartphones).
• Install, configure, and support hardware/software while monitoring tickets.
• Perform root cause analysis and develop prevention checklists.
• Maintain knowledge bases and call tracking databases.
• Create detailed technical documentation and coordinate service calls/repairs.
• Support AV and VC equipment setup, reservations, and troubleshooting.
• Collaborate within a team to share information and support projects.

Skills

Workstation hardware

Technical support

Microsoft 365

Windows OS

AV/VC setup

Education

Associate/Bachelor in CS/IT

Certifications (CompTIA A+/Network+/MCDST)

Tools

AV equipment

Printer/Device management

Job description

Position Title: Customer Support Analyst

Location: Tallahassee, FL

Engagement Type: Contract

Work Mode: On-site

Duration: 9 Months (10/01/2026 06/30/2027, with potential renewal)

Interview Type: Microsoft Teams or In-Person

Role Overview

An intermediate Customer Support Analyst is needed to deliver end-user software and hardware technical support. This role involves diagnosing and resolving service issues, providing Tier 2 escalation support, maintaining specialized systems, and assisting with Audio Visual and Video Conferencing equipment. The position requires strong problem-solving skills, customer service dedication, and hands‑on experience supporting computer hardware and network environments.

Key Responsibilities

• Troubleshoot and restore routine technical service and equipment issues using established diagnostic procedures.
• Provide Tier 2 technical support of medium to high difficulty, taking ownership of complex issues.
• Assist workstation support leadership with computer system and software troubleshooting.
• Deliver technical assistance, routine maintenance, and support for specialized software applications and peripheral hardware (e.g., networked printers, smartphones).
• Install, configure, and support hardware/software while monitoring the Service Desk queue and resolving assigned tickets.
• Perform root cause analysis and develop documentation and checklists for issue prevention.
• Maintain knowledge and call tracking databases to improve problem resolution quality.
• Create detailed technical documentation and coordinate service calls and repairs for warranty and non-warranty equipment.
• Support Audio Visual (AV) and Video Conferencing (VC) equipment setup, reservations, and troubleshooting.
• Collaborate within a team environment to share information, assist with incoming calls, and support projects.

Required Skills & Experience

• High School diploma or equivalent.

Qualification Met Through ONE Of The Following

• 2 years of experience in workstation hardware installation, maintenance, and technical support.
• 2 years of experience providing customer service and technical support for Microsoft Office 365 and Windows operating systems (Windows 7 or above).
• Technical certifications (e.g., CompTIA A+, CompTIA Network+, MCDST) combined with 1 year of hands-on experience.
• An Associate or Bachelor's degree in Computer Science, Information Technology, or a closely related field.
• Advanced knowledge of Microsoft products (Windows OS, Office Suite, Outlook) in a networked environment.
• Advanced knowledge of PC software, hardware, firmware, and local area/wide area network environments.
• Proven skill in installing and troubleshooting PC hardware, operating systems, and software applications across multiple manufacturers.
• Strong communication, organizational, project-tracking, and problem-solving abilities.

Preferred Skills

• Technical certifications such as CompTIA A+, CompTIA Network+, or MCDST.
• Prior experience handling Tier 2 technical support and Service Desk queue ticket resolution.
• Practical knowledge of Audio Visual (AV) and Video Conferencing (VC) setup and troubleshooting.

Additional Details

Work Arrangement: Full-time on-site position; no telecommuting permitted.

Schedule: Requires flexibility to work hours between 7:00 AM and 7:00 PM and/or Saturdays on a rotation or as part of a regular and on-call schedule.