Tech Support Analyst/Entry Level

Hawkins Diagnostics - Atlanta, GA

30+ days agoFull-time
Job Description:
Provides telephone technical support for hardware and software issues for staff. Provides a positive support experience; identifies, prioritizes and communicates issue resolution over the phone. Performs follow-up assessment of previously resolved issues. Delivers support to both technical and non-technical County users by communicating on matters such as product use and configuration. Answers questions, provides training, and resolves specific problems.


High School diploma or equivalent. Related degree/training/education.

One to three years experience or training in the use of personal computers including computer-based products or any equivalent combination of training and experience which provides the required knowledge, skills, abilities and competencies.

In-depth technical knowledge of at least two commercially marketed computer-based products, and provide primary support for at least one of these and secondary support for the other.

Major Job Responsibilities:
Provides telephone technical support and problem solving assistance to clients. Analyzes problems to determine if they are within the client application, desktop software or workstation hardware;

Answers, evaluates and prioritizes incoming telephone and email requests for assistance regarding IT problems;

Performs initial triage to gather and analyze information about problems and performs diagnostic procedures to determine a course of action to resolve them;

Position requires prompt and punctual employee presence.

Maintains technical knowledge to keep up with rapid changes in the IT field;

Uses the organization s problem ticket management system effectively;

Works additional DIO Infrastructure projects beyond technical phone support;

Identifies and helps implement processes to more efficiently deliver support clients and customers;

Provides daily reporting and follow up on problems to determine estimated resolution times when first contact resolution does not occur;

Learns from, trains and collaborates with peers to improve Helpdesk job skills;

Responsible for creating and maintaining exceptional client and customer value; and

Performs other duties as required.

Knowledge, Skills, Abilities and Competencies:
Knowledge of desktop hardware, software and other computer-based products;

Knowledge of the process used to determine the applicability of a specific product to a given functional area;

Knowledge of and skill in using problem ticket management system;

Skill in the operation a personal computer and peripheral devices;

Ability to develop and conduct training programs relating to the use of computer-based products;

Ability to identify and provide resolution to problems relating to a supported product;

Strong customer service orientation and effective interpersonal skills;

Ability to present resolutions in a user friendly way to both technical and non-technical users;

Ability to work on additional Infrastructure projects above and beyond technical phone support;

Ability to communicate clearly, both orally and in writing;

Ability to provide regular attendance and timeliness;

Ability to establish and maintain effective communications and working relationships with others; and

Ability to determine compatibility between various software programs and hardware.