What are the responsibilities and job description for the Customer Support Analyst position at American Unit, Inc?
Position: Customer Support Analyst – Intermediate
Location: Tallahassee, FL – Onsite
Contract Term: October 1, 2026 – June 30, 2027, with possible renewal
Work Hours: Flexibility required between 7:00 AM and 7:00 PM and/or Saturdays, depending on rotation/on-call requirements.
Key Responsibilities
- Provide software and hardware technical support.
- Troubleshoot and resolve workstation and equipment issues.
- Provide Tier 2 support for medium-to-high difficulty issues.
- Install, configure, and support software applications and operating systems.
- Support networked printers, smartphones, and other IT devices.
- Monitor and resolve Service Desk tickets.
- Provide AV and video-conferencing support.
- Perform advanced troubleshooting and root-cause analysis.
- Maintain technical documentation and knowledge databases.
Required Qualifications
- High School diploma or equivalent.
- 2 years of workstation hardware installation, maintenance, and technical support experience; or
- 2 years of customer service/technical support experience with Microsoft Office 365 and Windows 7 or later.
- Relevant certifications or an Associate/Bachelor's degree in Computer Science, IT, or a related field may substitute for experience as specified in the requirement.
The position requires strong knowledge of Microsoft products, computer hardware/software, operating systems, networking environments, troubleshooting, project coordination, and written/verbal communication.