Technical Support Analyst - DOT

The purpose of this classification is to provide end user technical support and training for County hardware, software, computers, applications or other information systems as assigned.

This position will work 8:00am 5:00pm, Monday through Friday.

Distinguishing Characteristics

This classification is distinguished from the Departmental Technical Support Analyst in that incumbents in this class provide lead guidance, direction and training to Departmental Technical Support Analysts and assist with the most complex issues.

Leads and coordinates daily work activities of assigned co-workers: confers with supervisor to obtain direction regarding work assignments and priorities; organizes tasks in order to complete assigned work; monitors status of work in progress and inspects completed work; confers with co-workers; assists with complex/problem situations; provides technical expertise; and assists with training and instructing co-workers regarding operational procedures and proper use of equipment.

Provides user support to County employees for computer hardware, software and peripherals: identifies and resolves problems to restore service to user in a timely and efficient manner; designs new or modifies existing configurations to meet users' needs; and ensures that computer equipment and operations are in compliance with applicable policies, procedures, and rules.

Troubleshoots end-user problems: responds to initial on-site requests for assistance and resolves problems; escalates problem to vendors or other personnel as appropriate; ensures continual operations of customers' hardware and software; and utilizes diagnostic tools and other resources as appropriate.

Installs and maintains computer hardware, software, and peripherals: ensures availability and proper operation of products for installation; schedules installations; migrates old system data to new system; tests installed products per agency standards; and completes installations and conversions in timely manner and with minimal disruption to customer.

Conducts training programs for County staff regarding hardware, software, and peripherals as assigned: revises user training manuals and lesson plans; selects training times/locations based on users' needs; answers questions and provides information during and after training; and conducts one-on-one training sessions as needed.

Reviews and analyzes computer hardware and software functions and operations: identifies deficiencies, modifications and upgrade needs; and conducts testing of patches and upgrades in test environment.

Maintains an awareness of new applications, technologies, technical methods, trends, and advances in the profession: reviews professional publications, technical manuals, and websites to increase knowledge of technical and business operations; and attends conferences, workshops, and training sessions as appropriate.

Must be able to demonstrate proficiency in performance of the essential functions and learn, comprehend, and apply all County or departmental policies, practices, and procedures necessary to function effectively in the position.

Performs other related duties as assigned.

Minimum Qualifications

Associate Degree in Information Technology, or related field required; supplemented by three years of experience providing end user technical support for the County; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Must possess and maintain a valid Driver's License.Tasks require the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (12-20 pounds).

Sensory Requirements
Some tasks require the ability to communicate orally.

Environmental Factors
Essential functions are regularly performed without exposure to adverse environmental conditions.

EEO Statement
Cobb County Government is proud to be an equal-opportunity employer. We encourage applications from all qualified individuals, regardless of race, color, national origin, sex, religion, age, disability, or any other legally protected status.