Job Title: Customer Support Analyst
Location: Pompano Beach, FL
Duration: 1 Month (with potential extension based on fiscal year renewal)
Job Overview: We are seeking a skilled and motivated
Customer Support Analyst to provide Tier 1 and Tier 2 technical support. The ideal candidate will have hands-on experience with software and hardware troubleshooting and will be responsible for ensuring a smooth technical support process for internal teams and external stakeholders. This is an excellent opportunity to contribute to a dynamic team environment and gain exposure to critical IT systems.
Key Responsibilities: - Provide Tier 1 and 2 technical support for software and hardware issues.
- Offer guidance, informal training, and technical advice to end-users.
- Troubleshoot and resolve service and equipment issues using established procedures.
- Conduct root cause analysis and create troubleshooting checklists.
- Recommend and document preventative procedures and best practices.
- Maintain knowledge base and call tracking systems to improve service quality.
- Support team members by sharing knowledge and assisting with complex issues.
- Manage and fulfill data requests accurately and efficiently.
- Create, update, and maintain data tracking documentation.
- Perform research and compile findings for stakeholder review.
- Create and manage written communications with stakeholders and requesting agencies.
Required Qualifications: - Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent work experience).
- Minimum of 2 years' experience in IT support with demonstrated knowledge of troubleshooting and resolving moderately complex issues.
Technical Proficiency: - Software/Tools:
- Avigilon
- Microsoft Excel
- Microsoft Outlook
- Microsoft Teams
- File Transfer Appliance (FTA) or similar file-sharing tools