Technical Support Analyst - Sheriff's Office

The Technical Support Analyst position is supporting the Sheriff's Office. The position is leveraging the County's Help Desk system to provide support for technical issues, diagnose of both hardware (Desktops and Laptops) and software for line of business applications for law enforcement.

The schedule is Monday-Friday from 8AM - 5PM. Will also require some on-call hours. This is not a remote work from home position.

Essential Functions

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.

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., + Experience with Active Directory.

• Experience with PC Deployment/Mobile Devices and Mobile Routers.
• Support of Line of Business Applications for Law Enforcement (Jail Management/Records Management).
• Strong analytical and problem-solving skills.

Licenses and Certifications

Must possess and maintain a valid Driver's License.

Physical Abilities

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., + High School Diploma or GED

• Some College
• Associate Degree
• Bachelor's Degree
• Advanced Degree
• None of the above

05

If you have a college degree, what was your major area of study? Enter N/A if this does not apply.

06

How many years of experience do you have providing technical support for software applications and desktop hardware?

• No experience
• Less than three years of experience
• Three to five years of experience
• More than five years of experience

07

Please describe your experience with providing technical support for software applications and desktops. Enter 'N/A' if not applicable.

08

How many years of experience do you have troubleshooting end-user problems? (i.e..responds to initial on-site requests for assistance and resolving problems)

• No experience
• Less than three years of experience
• Three to five years of experience
• More than five years of experience

09

Please describe your experience with troubleshooting end-user problems? (i.e..responds to initial on-site requests for assistance and resolving problems), + Experience with Active Directory

• Experience with PC Deployment/Mobile Devices and Mobile Routers
• Support of Line of Business Applications for Law Enforcement (Jail Management/Records Management)
• Experience with conducting training programs involving hardware, software, and peripherals
• Installing and maintaining computer hardware, software, and peripherals
• No experience

11

Please describe in any of the experience listed on question ten (10) below. Please include years of experience. Enter 'N/A' if not applicable.

This position requires being on-call nights, weekends and holidays providing after-hours support as needed. Are you available and willing to work this schedule as needed?

• Yes
• No

15

Do you have a current and valid driver's license?

• Yes
• No

16

This position requires an extensive criminal background check and a Motor Vehicle Report (MVR) to gain access to secured court buildings throughout Cobb County Government and provide copies of any education documents listed on your application. Do you understand that your employment in this position is contingent upon successfully passing this background check?

• Yes
• No

• Required Question

Employer Cobb County Government