Customer Support Analyst

PSR Associates, Inc. is an IT consulting firm specializing in Staffing and Recruiting Services. People. Solutions. Results. Founded in 2003, PSR Associates, Inc. is headquartered in Atlanta, GA, with additional offices in Tampa, FL; Washington, D.C.; Charlotte, NC; Austin, TX; and Irvine, CA. Trusted, connected, experienced and fast, PSR Associates delivers the right talent to help leading companies perform at their best. Customer Support Analyst Position Description We are seeking a Customer Support Analyst to join our team. The selected candidate will work onsite in Tampa, FL alongside the project team. This resource will primarily be tasked with providing Tier 2 support of medium to high complexity including, but not limited to the following:

• Provides Audio Visual (AV) and Video Conference (VC) support as assigned. Assists with reserving, setting up, coordinating, and troubleshooting of AV and VC meetings.
• 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. 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.
• Update asset management information in OneNote and Active Directory accordingly, as well as, coordinate with Admin Assistant on surplusing of IT equipment.
• Provides hardware and software technical training and professional development for other Technicians as needed or assigned.
• Participates and coordinates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Windows 10 Build Upgrade Project, etc
• Shares information and receives feedback from other Client staff as appropriate. Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc.
• 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.
• 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.
• Provides Tier III advanced support for other Technicians as needed or assigned.
• Performs other duties assigned.

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

• Minimum of 3 years of experience

• Providing Tier 2 support of medium to high complexity.
• 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.
• Update asset management information in OneNote and Active Directory accordingly, as well as coordinate with Admin Assistant on surplusing of IT equipment.
• Provides hardware and software technical training and professional development.
• Participates and coordinates in projects. Shares information and receives feedback from other Client 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 Tier III advanced support for other Technicians as needed or assigned.

• Advanced knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment
• Advanced knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments
• Skilled at installing and providing technical support for software applications, operating systems and personal computer hardware
• Ability to do advanced troubleshooting on various manufacturers of computers
• Ability to plan, organize, manage, and track projects
• Ability to communicate effectively both verbally and in writing
• Ability to read, understand, and comply with the department's policies

• 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.
• 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.
• 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.
• Decision Making: Makes sound, well-informed, and objective decisions utilizing critical thinking skills and analysis.
• 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.
• Interpersonal: Shows friendliness, courtesy, understanding, and politeness to others
• Leadership: Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations.
• Problem Solving: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations as accordingly.
• Team Building: Encourages, inspires, and guides others toward accomplishing the common goal as an equal member of the team.
• 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.