Technical Support Analyst Job in Columbus

Technical Support Analyst

Company:  Aflac Columbus

The Location:  Columbus, GA, US, 31999

The Division:  Digital Services

Job Id:  3457

 

Job Description

Technical Support Analyst

 

Implements strategies and common solutions; supports and maintains customer technologies on computer systems with the goal of improving the customers’ ability to leverage technology to support the business; operates systems on multiple platforms; uses associated software and hardware products including installing, configuring, and testing system software; monitors system capacity and performance; analyzes, resolves, and documents problems; researches and recommends enhancements to the infrastructure; plans disaster recovery procedures; provides technical consulting on the use and integration of applications into the organization’s infrastructure

 

Principal Duties & Responsibilities

 

  • Meets with user staff to understand business requirements; provides operational support to all business partners to include all forms of end-user computing devices
  • Serves as the subject matter expert in performing complex maintenance and support of most customer products; works on projects as a project team member or lead, and may participate in project planning and requirements
  • Troubleshoots and analyzes complex issues/problems specific to a broad range of infrastructure products and networking components; documents solutions and builds checklists for team use; provides on-the-spot training with clients and practices proactive knowledge-sharing
  • The research evaluates and recommends hardware and software technologies to support business initiatives
  • Participates in the development and communication of solutions for client service improvements, including but not limited to documenting instructions, process improvements, solutions, technical articles, white papers, and proposals
  • Provides basic-to-complex support on a broad range of products; acts as the subject matter expert in certain areas; escalates problems appropriately and monitors and maintains ownership of issues to ensure problem resolution; works on projects/systems/issues of small-to-medium complexity; provides daily operations support and maintenance for network systems
  • Installs new software, hardware, upgrades, and peripheral devices; installs configures and maintains network components
  • Performs other related duties as required

 

Education & Experience Required

 

  • Bachelor’s Degree in Computer Science, Information Systems or related field
  • Zero to two or more years of work desk, computer operations or related experience
  • Working knowledge of basic-to-complex hardware and software products, problem-solving, and troubleshooting skills
  • Knowledge of the latest technologies obtained by attending training and conferences
  • Standing, walking, crouching, bending as necessary in the movement of PC peripherals, such as desktops, printers, etc. with the moderate lifting of approximately 25 pounds

Or an equivalent combination of education and experience

 

Job Knowledge & Skills

 

  • Microsoft Platforms
  • Intel-based PCs
  • Microsoft Office
  • Hardware and OS Mgmt
  • Internet Computing
  • Windows Technologies
  • Networking Technologies
  • Software Evaluation
  • Troubleshooting
  • Network Security

 

Competencies

 

  • Acting with Integrity – Clearly states goals and beliefs; lets people know his/her true intentions; does what he or she said they would do; follows through on commitments
  • Communicating Effectively – Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener
  • Pursuing Self-Development – Demonstrates ambition and desire to move forward in his/her career; engages others in discussions about career development; seeks feedback on ways to increase his/her performance; takes advantage of opportunities to build new skills and capabilities
  • Serving Customers – Builds strong relationships with customers; stays aware of customer needs, concerns and satisfaction; response promptly to customer questions and requests; effectively manages
  • Supporting Change – Enthusiastically participates in new change initiatives and programs; focuses on reasons why changes will work and how they will be beneficial
  • Supporting Organizational Goals – Actively supports organizational goals and values; demonstrates enthusiasm toward the company’s goals and mission; aligns actions around organizational goals
  • Working with Diverse Populations – Shows respect for the beliefs and traditions of others; encourages and promotes practices that support cultural diversity; discourages behaviors or practices that may be perceived as unfair, biased, or critical toward people with certain backgrounds

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