Customer Support Analyst

Smart Tech Skills LLC; Tallahassee (FL); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Job summary

Smart Tech Skills LLC in Tallahassee, FL seeks a Workstation Support Technician to deliver Tier II support for desktop hardware, software, operating systems, and enterprise applications. You will troubleshoot issues, install and upgrade workstation hardware/software, and maintain documentation to ensure timely resolutions.

The ideal candidate has strong customer service, advanced troubleshooting, and experience with Microsoft Windows and Microsoft 365 environments, while collaborating with IT

Qualifications

• Minimum 2 years of experience providing desktop hardware and software support.

Responsibilities

• Provide hardware and software support for desktop and laptop systems.
• Troubleshoot and resolve workstation, operating system, application, and peripheral issues.
• Support Microsoft Office 365, Outlook, Windows operating systems, and enterprise applications.
• Install, configure, upgrade, and maintain workstation hardware and software.
• Provide Tier II support for complex technical issues.
• Monitor and manage support tickets through the Service Desk queue.
• Develop and maintain technical documentation and troubleshooting procedures.
• Collaborate with IT staff to resolve issues and improve support processes.

Skills

Desktop Support

Tier II Technical Support

Microsoft Windows 10/11

Microsoft Office 365

Outlook

Troubleshooting

Customer Service

Project Coordination

Documentation

AV/VC Support

Education

High School Diploma or equivalent

Associate or Bachelor's degree in IT/CS

CompTIA A+/Network+ or similar certifications

Tools

Active Directory

Windows Server/MDM

Enterprise Network Environments

AV and Video Conferencing technologies

Job description

Benefits:

• Competitive salary

Location: Tallahassee, FL
Experience Level: Intermediate (2+ Years)

Position Overview

The Workstation Support Technician is responsible for providing Tier II technical support for desktop hardware, software, operating systems, peripherals, mobile devices, and enterprise applications. This role supports end users by troubleshooting technical issues, performing installations and upgrades, maintaining technical documentation, and ensuring timely resolution of service requests.

The ideal candidate possesses strong customer service skills, advanced troubleshooting capabilities, and experience supporting Microsoft Windows and Microsoft 365 environments.

Key Responsibilities

• Provide hardware and software support for desktop and laptop systems.
• Troubleshoot and resolve workstation, operating system, application, and peripheral issues.
• Support Microsoft Office 365, Outlook, Windows operating systems, and enterprise applications.
• Install, configure, upgrade, and maintain workstation hardware and software.
• Provide Tier II support for complex technical issues.
• Monitor and manage support tickets through the Service Desk queue.
• Perform root cause analysis and implement corrective actions.
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting procedures.
• Coordinate warranty and non-warranty repairs with vendors.
• Support printers, scanners, smartphones, and other IT-related devices.
• Provide Audio Visual (AV) and Video Conferencing (VC) support.
• Assist with project implementations, workstation deployments, and upgrades.
• Collaborate with IT staff to resolve issues and improve support processes.
• Recommend solutions and preventive measures to reduce recurring incidents.

Required Qualifications

• High School Diploma or equivalent.
• Minimum 2 years of experience supporting:
  • Desktop Hardware
  • Windows Operating Systems
  • Microsoft Office 365
  • End User Support
• Experience providing technical support and customer service.
• Experience installing, configuring, and troubleshooting workstation hardware and software.
• Experience supporting network-connected devices and peripherals.
• Strong troubleshooting and problem-solving skills.

Equivalent Qualifications

• CompTIA A+, Network+, MCDST, or similar certifications may substitute for experience.
• Associate or Bachelor's degree in Computer Science, Information Technology, or related field.

Preferred Qualifications

• Experience supporting enterprise Service Desk environments.
• Experience with AV and Video Conferencing technologies.
• Experience supporting smartphones and mobile devices.
• Experience participating in workstation deployment projects.
• Familiarity with Active Directory and enterprise network environments.

Core Skills

• Desktop Support
• Tier II Technical Support
• Microsoft Windows 10/11
• Microsoft Office 365
• Outlook
• Hardware Troubleshooting
• Software Installation & Support
• Printer Support
• Mobile Device Support
• Service Desk Operations
• Ticket Management
• Root Cause Analysis
• Audio Visual Support
• Video Conferencing Support
• Technical Documentation
• Customer Service
• Project Coordination
• Problem Resolution