On-site opportunity for a Customer Support Analyst - Intermediate

TalenTech Digital (Prime/Direct Vendor for the FL State) is hiring a Customer Support Analyst – Intermediate For Florida Department of Transportation (FDOT) in Tallahassee FL for a long-term contract position.

Kindly review the complete JD below and let me know if you would be interested in this opportunity.

Customer Support Analyst – Intermediate (Job 2210)

Client: Florida Department of Transportation (FDOT)
Location: Tallahassee, FL – FDOT Central Office, Burns Building
Work Arrangement: 100% Onsite – No Telework
Contract Duration: October 1, 2026 – June 30, 2027
Rate / Compensation Summary: W2 Hourly (no benefits) $26.50/hr 

Position Overview

FDOT is seeking an Intermediate-level Customer Support Analyst to provide technical support for workstation hardware, software applications, and other IT equipment. The role will provide Tier 2 technical support, troubleshoot complex issues, maintain support documentation, and assist FDOT staff with hardware and software-related problems.

The successful candidate should have strong troubleshooting skills, experience supporting Microsoft environments, and the ability to work effectively with customers and technical teams.

Key Responsibilities

• Provide software and hardware technical support to FDOT users.
• Troubleshoot and resolve workstation, software, and equipment issues using established processes and procedures.
• Provide Tier 2 support for medium- to high-complexity technical issues and take ownership of complex problems.
• Perform advanced troubleshooting to identify the root cause of technical problems.
• Install, configure, maintain, and support software applications, operating systems, and workstation hardware.
• Provide technical assistance and routine maintenance for specialized software applications.
• Support IT devices such as networked printers, smartphones, and other peripheral equipment.
• Monitor the Service Desk queue and resolve assigned support tickets.
• Perform root cause analysis and develop checklists for recurring technical problems.
• Recommend procedures and controls to help prevent recurring issues.
• Maintain knowledge bases and call-tracking information to improve problem resolution.
• Provide Audio Visual (AV) and Video Conferencing (VC) support, including setup, reservations, and troubleshooting.
• Generate and maintain detailed technical documentation.
• Coordinate service calls and repairs for warranty and non-warranty equipment.
• Assist the Workstation Support Supervisor with troubleshooting and support activities.
• Participate in and coordinate IT projects as assigned.
• Work collaboratively with other IT staff and share technical information.

Required Education

• High School Diploma or equivalent

Education/Certification Alternatives

Candidates may qualify through one of the following alternatives:

• Associate or Bachelor's degree in Computer Science, Information Technology, or a closely related field; or
• Relevant technical certifications such as CompTIA A , CompTIA Network , or MCDST may substitute for a portion of the required experience.

Required Experience

Candidates should have either:

• 2 years of experience installing, maintaining, and providing technical support for workstation hardware; OR
• 2 years of customer service and technical support experience with Microsoft Office 365 and Windows 7 or newer operating systems.

Required Technical Skills

• Advanced knowledge of Microsoft products, including:
• • Windows operating systems
  • Microsoft Office
  • Outlook
  • Microsoft Office 365
• Strong knowledge of computer hardware, software, and firmware.
• Experience supporting PC/workstation environments.
• Understanding of LAN/WAN environments.
• Experience installing and troubleshooting:
• • Software applications
  • Operating systems
  • Personal computer hardware
• Strong advanced troubleshooting and diagnostic skills across different computer manufacturers.
• Experience with Service Desk/ticketing environments.
• Ability to provide AV and Video Conferencing support is highly relevant.
• Ability to plan, organize, manage, and track projects.

Professional Skills

• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to make sound decisions using critical thinking.
• Ability to work independently with limited supervision.
• Ability to organize workload and meet deadlines.
• Ability to adapt to changing processes, technologies, and priorities.
• Ability to work effectively as part of a technical team.
• Professional, courteous, and customer-focused approach.

Work Schedule

• Fully onsite in Tallahassee, FL.
• Standard work hours may fall between 7:00 AM and 7:00 PM.
• Saturday work may be required on a rotation or regular/on-call basis.

Ideal Candidate

The ideal candidate will have 2 years of hands-on workstation/desktop support experience, strong knowledge of Windows and Microsoft Office 365, excellent troubleshooting abilities, and experience providing Tier 2 technical support in an enterprise environment. Strong customer service and communication skills are essential.

TalenTech Digital is a Northern Virginia-based IT staffing and consulting company.