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Larkin Contractors

Tech Support Analyst/Entry Level



Job Description
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. Qualifications 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.








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Posted on February 4, 2013 at 8:04 am
Clean up your social media and get a job!
In a recent poll, 18 percent of employers reported finding content on social networking sites that caused them to hire or not hire a candidate.
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Posted on February 4, 2013 at 8:04 am
Clean up your social media and get a job!
In a recent poll, 18 percent of employers reported finding content on social networking sites that caused them to hire or not hire a candidate.
READ MORE >
Posted on February 4, 2013 at 8:04 am
Clean up your social media and get a job!
In a recent poll, 18 percent of employers reported finding content on social networking sites that caused them to hire or not hire a candidate.
READ MORE >
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