Customer Support Analyst
Company: ArnAmy, Inc.
Posted on: August 17, 2019
Job Purpose This resource will primarily be tasked with providing
Tier 2 support of medium to high complexity for FDOT including, but
not limited to the following 1. Provides Audio Visual (AV) and
Video Conference (VC) support as assigned. Assists with reserving,
setting up, coordinating, and troubleshooting of AV and VC
meetings. 2. Performing advanced troubleshooting to determine cause
of problem. Installs, configures and provides user support of
personal computers and peripheral equipment to include software
installation and upgrades, patches and advanced technical support
within specified time frame. 3. Monitors Service Desk queue and
resolves support tickets as assigned. 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.
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 support for
software applications such as Microsoft Operating Systems,
Microsoft Office Suite, various off the shelf and Department
developed applications, as needed or assigned. 4. Update asset
management information in OneNote and Active Directory accordingly,
as well as, coordinate with Admin Assistant on disposal of IT
equipment. 5. Provides hardware and software technical training and
professional development for other Technicians as needed or
assigned. 6. Participates and coordinates in projects like the
Personal Computer Replacement Project, Memory Upgrade Project,
Windows 10 Build Upgrade Project, etc.. 7. Shares information and
receives feedback from other OIT staff as appropriate. Generates
and maintains detailed technical documentation including software
installation guidelines, troubleshooting processes, etc. 8.
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. 9.
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. 10. Provides Tier III advanced support for other
Technicians as needed or assigned. 11. Performs other duties
assigned. Primary Job DutiesTasks Duties and Responsibilities will
include but are not limited to 1. Providing Tier 2 support of
medium to high complexity. 2. Provides Audio Visual (AV) and Video
Conference (VC) support as assigned. Performing advanced
troubleshooting to determine cause of problem. Installs, configures
and provides user support of personal computers and peripheral
equipment to include software installation and upgrades, patches
and advanced technical support within specified time frame.
Monitors Service Desk queue and resolves support tickets as
assigned. 3. Update asset management information in OneNote and
Active Directory accordingly, as well as, coordinate with Admin
Assistant on disposal of IT equipment. 4. Provides hardware and
software technical training and professional development.
Participates and coordinates in projects. 5. Shares information and
receives feedback from other OIT staff as appropriate. 6. Generates
and maintains detailed technical documentation. 7. Coordinates
service calls and repairs for warranty and non-warranty items. 8.
Maintains records on all calls. 9. Provides Tier III advanced
support for other Technicians as needed About the Candidate
Qualifications Bachelor s Degree in Computer Science, Information
Systems, or other related field. Or equivalent work experience.
Required Experience Job Specific Knowledge, skills and abilities 1.
Knowledge of conferencing technologies and products including
conference phones (polycom), wireless presentation (barco
we-present), services (gotomeeting, skype for business), television
monitors and projectors. 2. Advanced knowledge of Microsoft
products, including operating systems, office suite and outlook in
a networked environment 3. Advanced knowledge of computer software,
hardware, and firmware relative to personal computer, local area
networkwide area network environments 4. Skilled at installing and
providing technical support for software applications, operating
systems and personal computer hardware 5. Ability to do advanced
troubleshooting on various manufacturers of computers 6. Ability to
plan, organize, manage and track projects 7. Ability to communicate
effectively both verbally and in writing 8.Ability to read,
understand, and comply with the department's policies General
Knowledge, skills and abilities The submitted candidate must be
able to apply common knowledge, skills, and abilities in the
following areas 1. Communication Have the ability to 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. 2.
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. 3. Decision Making Makes sound,
well-informed, and objective decisions. 4. Flexibility Is open to
change, new processes (or process improvement), and new
information. Has the ability to 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. 5. Interpersonal Shows
friendliness, courtesy, understanding, and politeness to others. 6.
Leadership Motivates, encourages, and challenges others. Is able to
adapt leadership styles in a variety of situations. 7. Problem
Solving Able to identify, evaluate, and use sound judgement to
generate and evaluate alternative actions, and make recommendations
as accordingly. 8. Team Building Encourages, inspires, and guides
others toward accomplishing the common goal. 9. 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. About ArnAmy, Inc. ArnAmy,
Inc. is a leading information technology consulting and software
development firm in Tallahassee, FL since 2007. ArnAmy has been
providing high quality services to clients and prides itself in
implementing dependable solutions to ensure client's success.
ArnAmy is formed and led by principle centered leaders with Subject
Matter Expertise in all disciplines of Information Technology.
Company has proven record of 100 successful projects and 100
satisfied clients, and employees. We are inviting bright
professionals with integrity and have passion to achieve higher
goals to join our award winning (Tallahassee s BEST in IT Solutions
2017 2016) excellent and talented team. ArnAmy, Inc. provides equal
employment opportunities (EEO) to all employees and applicants for
employment without regard to race, color, religion, gender, sexual
orientation, national origin, age, disability or marital status.
Women and Minorities are encouraged to apply. PLEASE SEND RESUMES
AND SALARY EXPECTATIONS TO THANK YOU!
Keywords: ArnAmy, Inc., Tallahassee , Customer Support Analyst, Professions , Tallahassee, Florida
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