Technical Support Analyst

Salary : $60,202.31 - $78,263.00 Annually

Location : Marietta, GA

Job Type : Full-Time

Job Number : 03885

Department : Information Technology Services

Opening Date : 01 / 17 / 2025

Closing Date : 1 / 24 / 2025 11 : 59 PM Eastern

Grade Code : 112

Position Information

This position provides user technical and desktop support to employees for computer hardware, software and peripherals. Identifies and resolves problems to restore service to user in a timely and efficient manner; ensures that computer equipment and operations are in compliance with applicable policies, procedures, and rules. Troubleshoots end-user problems : including but not limited to break-fix ticket resolutions for end users in laptops and modems in vehicles, camera systems, Windows applications, Client-server applications, printers, mobile devices, imaging computers via SCCM, other tasks and projects as assigned.

This position will based out of Cobb Information Services Department and be primarily assigned to supporting the Cobb County Fire & Emergency Services (including but not limited to Fire Stations, Fire Headquarters, Training Facilities, or Administrative Offices etc.) This position is onsite and not a teleworking position. This position will be required to work in an on-call 24 / 7, 7- day rotation with the Public Safety Support Team.

Essential Functions

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.

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.

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.

EEO Statement

Cobb County is an equal opportunity employer. Cobb County Government does not discriminate on the basis of race, color, national origin, sex, religion, age or disability in employment or the provision of services.

Visit Cobb County's Employee Benefits page to learn more.

I have read the Minimum Qualifications required for this position and understand I must demonstrate those qualifications on the application in order to be considered for this position. Furthermore, a failure to adequately demonstrate all qualifications may result in my removal from consideration. Lastly, I understand indicating "see resume" on the application and / or in a supplemental question response, may not be accepted in lieu of a completed application.

I understand that all answers to these supplemental questions must be verifiable in the 'Educational History' and 'Work History' sections of the application. Failure to provide sufficient information in these sections may result in my disqualification from the hiring process.

Are you legally eligible to work in the United States on an unlimited and unrestricted basis?

Do you have a valid driver's license?

Educational Background : Mark the highest level of education you have completed.

• High School Diploma or GED
• Some College
• Associate Degree
• Bachelor's Degree
• Advanced Degree
• None of the above

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

How many years of experience do you have providing end user technical support regarding software and hardware issues via an enterprise ticketing system?

Please describe your work experience in providing end user technical support regarding software and hardware issues via an enterprise ticketing system. Enter N / A if not applicable. "See resume" will not be accepted.

How many years of experience do you have providing support for application support in and Enterprise / Active Directory environment?

Please describe your experience providing support for application support in and Enterprise / Active Directory environment. Enter N / A if not applicable. "See resume" will not be accepted.

How many years of experience do you have providing break-fix support for computer hardware including, but not limited to desktops, laptops, WiFi connectivity and modems?

Please describe your experience with providing break-fix support for computer hardware including, but not limited to desktops, laptops, WiFi connectivity and modems. Enter N / A if not applicable. "See resume" will not be accepted.

This position will be required to work in an on-call (7) seven day (24) twenty-four hour rotation with the Public Safety Support Team. Are you willing to accept this requirement?

If you receive a conditional offer of employment, you will be required to satisfactorily complete the following elements : a criminal background check and a Motor Vehicle Report (MVR) check. Please note that a criminal conviction may not disqualify you from consideration. Are you willing to accept these terms?

Required Question

Salary : $60,202 - $78,263