Hybrid IT Support Analyst – Tier 2 & AV/VC

Novalink Solutions LLC; Tallahassee (FL); Hybrid; USD 52,000 - 70,000; Full time

Job summary

Novalink Solutions LLC in Tallahassee, FL is seeking a Customer Support Analyst for a hybrid position. You will support software and hardware, troubleshoot and assist customers, and maintain knowledge databases.

The role emphasizes complex issue ownership and AV/VC equipment support. Ideal candidates have 2+ years in workstation hardware installation/maintenance or in customer service and technical support with Microsoft 365 and Windows, or hold CompTIA A+/Net+/MCDST or a related degree.

Qualifications

• Two years of work experience in installation, maintenance and technical support of workstation hardware.
• Two years’ experience providing customer service and technical support with Microsoft Office 365 and Windows 7 or above operating system.
• Certifications from workstation training programs such as CompTIA A+, CompTIA Net+, and MCDST may be substituted for 1 year of experience.
• Bachelor or Associate degree in Computer Science, Information Technology or closely related field from an accredited college or university.

Responsibilities

• Assisting the Workstation Support Supervisor with troubleshooting computer systems and related software
• Learning about and providing technical assistance and routine maintenance of specialized software applications
• Providing support for other IT related hardware devices such as networked printers, smartphones, etc.
• Providing Tier 2 support of medium to high difficulty requiring the ability to take ownership of complex issues
• Provide advanced troubleshooting to determine cause of problems
• Installs, configures, and provides support, monitors Service Desk queue and resolves support tickets as assigned
• Participates in and coordinates projects, shares information and receives feedback from other OIT staff as appropriate
• Generates and maintains detailed technical documentation, coordinates service calls and repairs for warranty and non-warranty items
• Provides Audio Visual (AV) and Video Conferencing (VC) support as assigned. Assists with reserving, setting up, and troubleshooting of AV and VC equipment

Skills

Microsoft Office 365

Windows OS

Technical support

Hardware troubleshooting

AV/VC support

Team collaboration

Communication skills

Education

Bachelor or Associate degree in Computer Science or IT

Tools

CompTIA A+

CompTIA Net+

MCDST

Job description

Novalink Solutions LLC in Tallahassee, FL is seeking a Customer Support Analyst for a hybrid position. You will support software and hardware, troubleshoot and assist customers, and maintain knowledge databases.

The role emphasizes complex issue ownership and AV/VC equipment support. Ideal candidates have 2+ years in workstation hardware installation/maintenance or in customer service and technical support with Microsoft 365 and Windows, or hold CompTIA A+/Net+/MCDST or a related degree.