Customer Support Analyst

at ArnAmy, Inc.
Location Tallahassee
Date Posted June 21, 2022
Category Call Centre / CustomerService
Job Type Not Specified

Description

Job Purpose:

The Central 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 the area of Audio Visual systems.

Primary Job Duties/Tasks:

Duties and Responsibilities will include but are not limited to:

1. Plan, organize, and implement the maintenance and operation of sound equipment, video projectors, cameras, microphones, sound consoles, speakers, IT equipment, and other technical systems used during events

2. Maintain and test audiovisual equipment and perform basic troubleshooting

3. Maintain digital signage solution

4. Install, set up, and operate sound equipment, video projectors, and other various forms of audiovisual and IT-related systems as needed

5. Provide support for live digital meeting technologies such as Microsoft Teams or Zoom

6. Apply basic principles of operational support of computer hardware and software

7. Oversee operation and quality of computer training classroom to ensure equipment is in good condition

8. Evaluate equipment needs and notify supervisor of the need to repair or replace as well as handle the contacting of relevant service providers to complete repairs

9. Ensure that sufficient spares are stocked to maintain or replace parts and equipment, including consumables

10. Be on-site to assist in performances and deal with technical emergencies or issues as required. This may include after-hours

11. Utilize proper safety practices and procedures in line with the use of A/V equipment and related cabling

12. Perform other related duties pertaining to Audiovisual and Information Technology Support as requested by Supervisor

13. 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

14. Assists the Workstation Support Supervisor in the troubleshooting of specialized applications

15. Assists with standard workstation support issues and PC replacements as needed.

About the Candidate:

Qualifications

A high school diploma or equivalent with at least journey-level work experience in Audiovisual Support with apprentice-level experience in supporting Information Technology. Some academic or vocational level education is preferred.

Required Experience

1. 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

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

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

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.

Job Specific Knowledge, skills and abilities

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

2. Ability to perform advanced troubleshooting on various manufacturers of audio video equipment Advanced knowledge of Microsoft products, including operating systems, Office suite and Outlook in a networked environment

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

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

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

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

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

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.

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