Customer Support Analyst

Customer Support Analyst

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.