Customer Support Analyst-Jacksonville, FL- Onsite

Role : Customer Support Analyst

Location : Downtown, Jacksonville, FL- Onsite

Scope of Work :

This position reports to the Operations / Support Manager and will be performing Level 2 SD and Desktop technical support, along with operations monitoring.

Specific Requirements :

• Associate’s degree, or 2 additional years equivalent experience.
• 2+ years / Related experience / supporting current windows desktop technologies, local area networks, and some exposure to Microsoft server.

Four years of education and / or experience in information technology as described in the primary duties and responsibilities section, which includes a minimum of two of those four years of practical hands-on experience.

• Requires periodic work during evening / weekend hours to provide support and project implementation.
• The Computing Technology Industry Association (CompTIA) A+ or CompTIA Network+ certifications are required.
• Must pass the Criminal Justice Information Services (CJIS) background screening performed by the Jacksonville Sherriff’s Office
• A valid driver's license is required and must be maintained during employment

Deliverables :

• Audio and Visual evaluations and installations a plus
• Perform employee onboard and offboarding procedures
• Conduct lifecycle replacement of computers, laptops and thin clients
• Deploy, upgrade and manage mobile devices
• Install, deploy and support a wide range of PC hardware and PC related applications, Windows and Mac
• Interact with users in-person daily on technology use, ITIL accepted practices and issue resolution.
• Monitor and troubleshoot network performance and resolve issues such as internet bandwidth problems, ISP issues and firewall / router changes
• Provide Tier 2 desktop and application support, including new user setups, line of business application support, and hosted application support.

Timelines :

Minimum of 6 months with option to hire at the end of six months or earlier.

Job Specifications :

Note : You must be authorized to work in the United States without sponsorship from the City of Jacksonville.

The City of Jacksonville is an Equal Opportunity / Equal Access Employer. The City does not discriminate on the basis of race, color, national origin, marital status, gender, religion, age or disability in employment or the provision of services.

• All current Microsoft Desktop Operating Systems (Latest current OS)
• Proficiency with Microsoft Office Suite
• Exposure to Microsoft Windows Server (Latest current OS)
• Active Directory Account Management, Group Policy within the Windows Desktop
• Solid understanding of TCP / IP network fundamentals and related equipment (switches, routers, wireless
• Experience with multi-user remote access technologies preferred, but not required.
• A+ and N+
• Audio and Visual experience a plus
• Flexibility to accommodate after-hours and weekend client and team member needs
• Strong communication skills both verbal and written
• Excellent customer service skills
• Ability to research, analyze, identify viable options, draw sound conclusions, present findings, and make thoughtful recommendations considering overall risk and short-term and long- term impact
• Excellent written and verbal communication skills required.
• Must be able to obtain CJIS certification.
• Valid Florida Driver’s License.
30+ days ago