Customer Support Analyst

General Characteristics

Responsible for Tier 1 and 2 software and hardware support.

Provides technical advice, guidance and informal training to customers using hardware and software programs.

Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.

Performs root cause analysis and develops checklists for typical problems.

Recommends procedures and controls for problem prevention.

Maintains knowledge database and call tracking database to enhance quality of problem resolutions.

Works in a team setting, sharing information and assisting others with calls.

Education

A Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.

Experience

A minimum of 2 years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/troubleshooting skills.

Complexity

Intermediate professional level role. Provides Tier 1 and Tier 2 support of medium to high complexity. Works in a team as a team member. May coach more junior technical staff.