Customer Support Analyst

Defined Software Development, LLC; Tallahassee (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

Defined Software Development, LLC in Tallahassee is seeking a Customer Support Analyst to provide hands-on technical support for workstations, software, peripherals and collaboration equipment. You will diagnose and resolve issues, document solutions, and assist with projects while coordinating with other IT teams.

This on-site role requires strong customer service, solid knowledge of Windows and Office 365, and flexibility for on-call coverage.

Qualifications

• High school diploma or equivalent.
• Two years of experience installing, maintaining, and supporting workstation hardware, or providing customer service and technical support for Microsoft Office 365 and Windows environments.
• Certifications may substitute for one year of experience; a relevant associate or bachelor’s degree may satisfy the stated experience alternative.
• Strong knowledge of Microsoft operating systems, Office applications, and Outlook in a networked environment.
• Experience troubleshooting computer hardware, software, firmware, and network connectivity.
• Strong customer service, documentation, organization, and communication skills.
• Availability for flexible schedules, including rotation or on-call coverage and Saturdays as needed.

Responsibilities

• Provide Tier 2 support for workstation hardware, operating systems, and software applications.
• Diagnose and resolve technical issues, including complex problems requiring advanced troubleshooting.
• Install, configure, and maintain computers, applications, networked printers, and mobile devices.
• Monitor service desk queues and take ownership of assigned support tickets.
• Document resolutions, maintain knowledge articles, and recommend measures to prevent recurring issues.
• Coordinate equipment repairs and warranty service.
• Support audiovisual and video conferencing equipment.
• Provide technical guidance and informal user training.
• Assist with technology projects and collaborate with other IT support teams.

Skills

Customer service

Documentation

Communication

Troubleshooting

Education

High school diploma or equivalent

Tools

Microsoft Office 365

Windows

Job description

Location: Tallahassee, FL | On-site / Ocoee, FL on-site

Introduction

Defined Software Development is connecting with Customer Support Analysts for current and upcoming consulting opportunities. This role provides hands‑on technical support for workstations, software, peripherals, and collaboration equipment, helping users resolve issues and maintain reliable access to technology.

Responsibilities

• Provide Tier 2 support for workstation hardware, operating systems, and software applications.
• Diagnose and resolve technical issues, including complex problems requiring advanced troubleshooting.
• Install, configure, and maintain computers, applications, networked printers, and mobile devices.
• Monitor service desk queues and take ownership of assigned support tickets.
• Document resolutions, maintain knowledge articles, and recommend measures to prevent recurring issues.
• Coordinate equipment repairs and warranty service.
• Support audiovisual and video conferencing equipment.
• Provide technical guidance and informal user training.
• Assist with technology projects and collaborate with other IT support teams.

Qualifications

• High school diploma or equivalent.
• Two years of experience installing, maintaining, and supporting workstation hardware, or providing customer service and technical support for Microsoft Office 365 and Windows environments.
• Relevant technical certifications may substitute for one year of experience; a relevant associate or bachelor’s degree may satisfy the stated experience alternative.
• Strong knowledge of Microsoft operating systems, Office applications, and Outlook in a networked environment.
• Experience troubleshooting computer hardware, software, firmware, and network connectivity.
• Strong customer service, documentation, organization, and communication skills.
• Availability for flexible schedules, including rotation or on-call coverage and Saturdays as needed.