Cook Systems
IT Consulting
CustomerSupportAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Support Analyst at Cook Systems. Skills: Tier 1 support, Tier 2 support. Provide Tier 1 and 2 support. Offer technical advice”
Industry & Context.
Problem-solving; Troubleshooting; Root cause analysis
What They're Looking For.
Must Have
2 years of IT work experience, Working knowledge of hardware and software, Problem-solving and troubleshooting skills, Ability to work effectively in a team, Experience providing Tier 1 and Tier 2 support
What You'll Do.
Provide Tier 1 and 2 support
Offer technical advice
Provide guidance to customers
Provide informal training to customers
Troubleshoot technical service problems
Restore equipment problems
Analyze and diagnose faults
Perform root cause analysis
Develop checklists for problems
Recommend procedures for prevention
Maintain knowledge databases
Update call tracking databases
Collaborate with team members
Assist others with calls
How You'll Work.
Team & Collaboration
Collaborate with team members
Communication Scope
Technical advice; Guidance to customers; Informal training
Full Job Description
Launch Your Career with Cook Systems Since 1990, Cook Systems—a certified veteran-owned IT consulting firm—has been helping businesses and professionals grow through innovation, integrity, and investment in people. We partner with Fortune 500 enterprises and high-growth companies alike to deliver agile technology solutions, AI-driven talent strategies, and our signature FastTrack program that develops the next generation of tech talent. At Cook, you’ll find a culture that values excellence, creativity, and accountability. We believe in opportunity backed by trust—and in building careers that last. Check out what our team members have to say on our Glassdoor page, and discover why Cook Systems is where meaningful careers take off! Summary: We are seeking a skilled IT Support Specialist to provide Tier 1 and 2 software and hardware support. In this role, you will offer technical advice, guidance, and informal training to customers, as well as troubleshoot and restore routine technical service and equipment problems using established procedures. You will play a crucial part in maintaining a knowledge database and call tracking database to enhance the quality of problem resolutions. Responsibilities: Provide Tier 1 and 2 support for software and hardware issues. Offer technical advice, guidance, and informal training to customers. Troubleshoot and restore routine technical service and equipment problems. Analyze, identify, and diagnose faults and symptoms using established processes. Perform root cause analysis and develop checklists for typical problems. Recommend procedures and controls for problem prevention. Maintain and update knowledge and call tracking databases. Collaborate with team members and assist others with calls. Required Skills: Bachelor’s Degree in Computer Science, Information Systems, or related field, or equivalent work experience. A minimum of 2 years of IT work experience with working knowledge of basic to moderately complex hardware and software
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