Technical Support Analyst
1 week ago
Compensation: $22.51 per hour
Status: Open Position
This role is situated within the Service Desk division of the Information Technology Department and reports directly to the Service Desk Manager. The primary responsibility of this position is to manage support tickets and assist with hardware for first responders in Marietta. Under general supervision, the individual will provide intermediate technical support for hardware operations, software applications, network systems, and telecommunications equipment for City employees, ensuring the smooth and organized functioning of departmental activities while possessing the knowledge to assist other service desk roles.
Employees in this position operate at an intermediate level, as the role can be fast-paced at times. The work is technical and requires strong problem-solving skills, along with a customer service focus for both internal and external clients.
Key Responsibilities:- Deliver basic to intermediate IT support to end users, providing solutions to resolve underlying issues.
- Install, configure, and troubleshoot hardware and software, including printers, laptops, desktops, telephones, and mobile devices for first responders.
- Provide training to users on PC operation, new software applications, and hardware usage as necessary.
- Diagnose, research, analyze, and resolve basic to intermediate software and hardware problems.
- Participate in the IT Service Desk support function as required; receive and respond to service tickets promptly, documenting actions taken.
- Recognize when additional assistance is needed from other IT department personnel or vendors and contact them independently for solutions.
- Document procedures, diagrams, and system changes in the area of responsibility to maintain and update the internal technology knowledge base.
- Understand wired and wireless computer networks and related systems, internet connections, and telecommunications devices to assist in resolving related technical issues.
- Prioritize and organize tasks effectively on a daily, weekly, and monthly basis to optimize time management during the workday.
- Perform additional duties as assigned by the Service Desk Manager or IT Director.
- Graduation from an accredited technical school or college/university with an associate or bachelor's degree in computer science, or an equivalent combination of education and experience. A bachelor's degree is preferred.
- Comprehensive knowledge of PC hardware and software; A+ certification is preferred.
- Completion of Microsoft 365 Certification as required by the Service Desk Manager within the first year of employment.
- Intermediate understanding of PC hardware and software.
- Familiarity with current and past supported Microsoft Operating Systems.
- Basic knowledge of Linux operating systems.
- Ability to track and manage first responder hardware and software assets related to the Service Desk.
- Capability to install and configure the organization's hardware and software.
- Proficiency in performing PC replacements, upgrades, and updates as necessary.
- Strong organizational skills to establish priorities, meet deadlines, and follow up on assignments with minimal supervision.
- Knowledge of software copyright laws.
- Analytical skills to assess problems and identify appropriate solutions.
- Ability to understand the impact of changes and modifications, associating cause and effect, and planning accordingly.
- Effective communication skills, both verbal and written.
- Possession of a valid Georgia Driver's License and a satisfactory driving history.
Disclaimer: Successful candidates will undergo a drug screening and criminal background check, including a fingerprint check, at the time of hire.
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