Customer Support Analyst -

Job Description

4 Scope of Services

The DeLand Office, IT Services Office is looking for a technician to assist the existing workstation support team with monitoring, troubleshooting, and maintaining the Departments Audio Visual environments including installation, maintenance services as well as training staff in their usage. The duties of this position can be broad and will include other such tasks as 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 and USB attached peripherals. Responsibilities will include providing Tier 2 support of medium to high difficulty requiring the ability to take ownership of complex issues. Being able to perform advanced troubleshooting to determine cause of problems. Installs, configures and provides user 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. Maintains records on all calls. Provides advanced support for other Technicians as needed in Audio-Visual systems.

5 Education

Bachelor’s Degree in Computer Science, Information Systems, or another related field. Or equivalent work experience

6 Experience

1. Have advanced knowledge of Microsoft products, such as operating systems, Microsoft Office suite including Outlook in a networked environment

2. Have advanced knowledge of computer software, hardware, and firmware relative to personal computer, local area network / wide area network environments

3. Skilled at installing and providing technical support for audio-visual equipment in a professional environment that includes, Projection systems, LCD TV systems, Wireless presentation devices, Video conferencing equipment, software applications, operating systems and personal computer hardware

4. Have the ability to do advanced troubleshooting on various manufacturers of computers, peripherals and audio-visual equipment.

5. Ability to plan, organize, manage and track projects

6. Ability to communicate effectively both verbally and in writing

7. Ability to read, understand, and comply with the department's policies

7 Primary Job Duties / Tasks

1. Serves as primary support for conference room and huddle space meeting room projection and LCD monitor display systems, including various models of Polycom video conferencing and teleconferencing equipment. Conducts or coordinates with the appropriate OIT section or contracted vendor for initial installation and configuration of equipment. Responsible for assuring routine maintenance and tracking of equipment to include keeping adequate inventory of replacement bulbs, and keeping up with loaner projectors, mobile display monitors and other related equipment.

2. Responsible for setting up and configuring wePresent wireless presentation devices to approved standards. Assures firmware, startup screens and instructional posters and how to guides are kept up to date, tracks placement, assures IP address are properly reserved and maintains documentation. Provides training on the use of equipment as needed and serves as technical advisor to all areas for the purchase of new audio / video equipment and conference room renovation planning. Work with the Organizational Change Management Multi-Media Team on the development and up-keep of how-to videos concerning the use of the equipment used in Central Office Conference Rooms and Huddle Space meeting areas.

3. Assists the Workstation Support Supervisor in the troubleshooting of specialized applications including Enterprise Electronic Document Management System (EEDMS), Primavera, various Engineering applications, Department developed applications and other software. Assists with standard workstation support issues and PC replacements as needed. May be called upon to generates reports from SCCM on various specialized software installs and licensing or to evaluate and conduct research of new proposed software solutions. Performs other duties assigned.

4. Assists in setting up and supporting iPhone and Android phones

5. Performs other duties assigned.

8 Job Specific Knowledge, Skills, and Abilities (KSAs)

The submitted candidate must be able to apply the specific knowledge, skills, and abilities in the following areas :

1. Advanced knowledge of Microsoft products, including operating systems, Office suite and Outlook in a networked environment

2. Knowledge of computer software, hardware, and firmware relative to personal computer, local area network / wide area network environments

3. Skilled at installing and providing technical support for software applications, operating systems and personal computer hardware

4. Skilled in the installation, maintenance, trouble shooting, and support of audio video presentation equipment including basic room setup and design.

5. Ability to perform advanced troubleshooting on various manufacturers of audio video equipment

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

9. Ability to multi-task, appropriately prioritize, work with minimal supervision, and achieve results in a fast-paced environment is required

10. Familiar with iPhone and Android Smartphones

Personal Attributes :

1. Able to be trusted with sensitive information

2. Accountable team player who believes no task is too small or too big to tackle

3. Possess a high level of honesty and integrity in all matters

4. Experience at working both independently and in a team-oriented, collaborative environment

5. Advanced interpersonal, written, and oral communication skills

6. Excellent listening and interpersonal skills

7. Ability to conduct research into issues and topics as assigned

8. Can conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities

9. Must be able to learn, understand, and apply new things quickly

10. Ability to effectively communicate ideas

11. Highly self-motivated and directed

12. Keen attention to detail

13. Proven analytical and creative problem-solving abilities

14. Ability to effectively prioritize and execute tasks in a high-pressure environment

15. Strong customer service orientation

9 General Knowledge Skills and Abilities (KSAs) :

The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas :

1.  Initiative : Must be able to comprehend assignments, organize workload, and meet deadlines with little direction. Must be able to monitor and analyze situations to determine the next step.

2. Communication : Can 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.

3. 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.

4. Decision Making : Makes sound, well-informed, and objective decisions utilizing critical thinking skills and analysis.

5. Flexibility : is open to change, new processes (or process improvement), and new information. Can 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.

6. Interpersonal : Shows friendliness, courtesy, understanding, and politeness to others

7. Leadership : Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations.

8. Problem Solving : Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations as accordingly.

9. Team Building : Encourages, inspires, and guides others toward accomplishing the common goal as an equal member of the team.

10. 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.

Requirements

Qualifications Type Category Qualification Description Competency Required Skills Others Help desk support Help desk Novice (1-3 Years) No Skills Others Communication skills both verbal and written Novice (1-3 Years) No