Technical User Support Analyst

Job Location: Duluth, GA
Job Duration: 3+ Months
Job Responsibilities:

• Resolves technical problems that originate by telephone in a call center/help desk environment.
• Uses expertise in customer service and technical knowledge Producted from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products.
• May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products.
• Provides technical support to users for either PC, server or mainframe applications and hardware.
• Answers questions regarding system procedures, on-line transactions, systems status and downtime procedures.
• Interacts with network services, software systems engineering and/or applications development in order to restore service and/or identify problems.
• Maintains a troubleshooting tracking log ensuring timely resolution of problems.
• Recommends systems modifications in order to reduce user problems.

• Ability to use a variety of end user support processes deployed by client's such IT Service Management (ServiceNow), Communication and Collobration (Outlook, Microsoft Teams, Zoom) to resolve technical issues.
• Understanding of an end users experience and challenges using the technology and service.
• Acquire and maintain knowledge on IT services and solutions that customers use.

DIFFERENTIATING FACTORS:

• Established and productive individual contributor.
• Works independently with general supervision on larger, moderately complex projects / assignments.

• Sets objectives for own job area to meet the objectives of projects and assignments.
• Contributes to the completion of project milestones.
• May have some involvement in cross functional assignments.

• Problems and issues faced are general, and may require understanding of broader set of issues or other job areas but typically are not complex.
• Makes adjustments or recommends enhancements in systems and processes to solve problems or improve effectiveness of job area.

4. Communication and Influence:

• Communicates primarily and frequently with internal contacts.
• External interactions are less complex or problem solving in nature.
• Contacts others to share information, status, needs and issues in order to inform, Product input, and support decision-making.

5. Leadership and Talent Management:

• May provide guidance and assistance to entry level professionals and / or employee in Support Career Stream.

Required Knowledge and Experience:

• Requires practical knowledge and demonstrated competence within job area typically obtained through advanced education combined with experience.
• 2+ years of experience with a high school diploma or equivalent.