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Job: IRC41303


Job TitleSupport Center Analyst I
LocationAlpharetta, GA, US
Organization NameDesktop Support - Information Technology
Department Description
Brief Description


This is an entry to mid-level position in Information Technology Support, providing first level support as part of the Support Center (Help Desk) team. The Support Center provides a Single Point of Contact (SPOC) to maintain the daily operation of IT processing systems in a LAN/WAN enterprise. Primary job functions include providing customer service to resolve all first level IT related issues as well as diagnosis and dispatch to additional support groups. This position handles requests for support relating to the remote access and repair of personal computers, printers, servers, related systems and access to these systems. The position is responsible for supporting hardware (non-dispatched) and software as indicated on the standards list maintained by Delta Dental. Career progression for this position is directly dependent on the level of technical knowledge demonstrated in supporting the standard products and configurations.


Time management, prioritization and escalation skills are required to ensure that target times are met. Daily interaction with clients and senior managers is required. Excellent verbal and written communication skills are critical. Support tickets must be documented with clear technical descriptions and indicate all client interaction. Proper client management and escalation of issues to IT management or to senior technicians is a key success factor for this position.  


The Analyst must use problem-solving skills on a daily basis to resolve first level customer issues as they arise, and should be able to recognize when a client is upset or a technical situation has exceeded a "normal" support scenario in order to escalate to management. Monitoring the progress of tasks or incident resolution and determining when to escalate to a senior level technician or management for assistance is critical. The main objective of the Analyst is to leverage the Support Center team to ensure that customer satisfaction is maintained, services levels are achieved, and quality is not compromised.

Detailed Description
  • Customer Service Activities: Answering, evaluating, and prioritizing incoming telephone, voicemail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. This involves problem recognition, research, isolation, resolution and follow-up, as well as logging and tracking calls using an incident management tracking tool, and maintaining historical records and related problems.
  • Incident Resolution Activities: Identifying, troubleshooting, and resolving hardware (non-dispatched) and software failures that prevent a user from employing an existing IT service. IT issues are registered by the Analyst in HEAT (the incident management tracking tool) and assigned either to him (her) self or dispatched to a "queue" managed by additional support teams. The Analyst manages his (her) own queue and resolves the issue within the established Target Times. The Analyst generally handles desktop, laptop, application, user-access or printing related issues (non-dispatched). The Analyst must triage and correctly dispatch all issues outside of the Support Center scope of responsibility to the appropriate second or third level support group.
  • Move/Add/Change Activities: Moving the location of existing IT resources by adding new software, and changing the configuration of user access to systems or systems themselves is conducted by Systems Administrators. The Analyst is responsible to set up new users, modify access for existing users and install standard applications.
  • Document Preparation Activities: Technicians will receive assignments to document configurations of new or existing products and techniques for resolving problems. The Analyst must be able to document the processes needed to support any new software that is added to the environment as it relates to the desktop image or associated functions.
  • Other tasks as may be assigned by Department and/or Division management.
Job Requirements
  • Business Software-Use and troubleshooting of any type of claims processing or other non-shrink wrap/standard business application helpful.
  • Certification-The ideal candidate will be MCP certified in at least one Microsoft operating system or have equivalent experience (See Certification requirements).
  • Job Experience-Minimum of 12-24 months previous level one (helpdesk support) experience in an NT and/or XP-based environment required.
  • Mainframe Experience-Basic mainframe use, troubleshooting and account management experience helpful.
  • Network Experience-Working knowledge of the TCP/IP protocol suite and networking sufficient to troubleshoot workstation connectivity in a switched Ethernet LAN/WAN environment is required.
  • Software Knowledge-Must be familiar with Windows XP Workstation, Windows 7 Workstation, MS Office 2003, 2007, 2010, Extra (3270 session), and installing and configuring applications.
  • Troubleshooting-Skills and experience must include remotely troubleshooting desktop computers, laptops, printers, CITRIX, Blackberrys, PDA's, Smartphones, iPADs, 
  • User Account Administration-The Analyst must have security and user account administration skills to create and troubleshoot access to printers, network applications, server based group shared drives, RAS and VPN access, Exchange, and Internet rights in an NT domain environment using roaming profiles.
  • Written & Verbal Skills-strong written and verbal communication skills; ability to present reports to management
  • Must be able to be on-call, work OT and weekends.
Additional Details

As an eligible candidate for a position at Delta Dental, you must possess the following:

  • Ability to appear for work on time
  • Ability to appear at a physical location
  • Ability to perform job duties for a specific duration of time
  • Ability to follow directions from a supervisor
  • Ability to interact well with co-workers
  • Ability to understand and follow work rules and procedures
  • Ability to accept constructive criticism
  • Ability to maintain regular/consistent attendance and adhere to scheduled shifts
  • Ability to maintain regular/consistent attendance and a full-time schedule
  • Ability to maintain current status on projects
  • Ability to stay current on training/issues in field
How To Apply
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