Analyst I - IT Client Support - (Jacksonville, FL)

Provides 1st level support to customers regarding basic application, hardware and service/network requests. 1. Determines nature and scope of the customer's issue, and the appropriate response. 2. Documents, diagnoses, resolves and closes customer issues according to service level guidelines. Promptly escalates issues to higher level technical support or management when necessary. 3. Provides end-user desktop training and minor hardware/peripheral repair as appropriate in order to assist with problem resolution. Disclaimer: This job details is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or work conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification. Background Work Background: one year of background in IT, Customer Service or Call Center. Education: High-school diploma or equivalent. Education and/or coursework in Info Technology.