TECHNICAL SUPPORT ANALYST

Typical Duties and Responsibilities:

• Functions as the key contact for all requests from a broad range of users for technical support at a designated location. Provides consultation and support; communicates effectively to convey complex technical information.
• Prioritizes and appropriately escalates issues to assure timely problem resolution. Carries out fact-finding and analysis of problems; determines most effective problem resolution procedures.  Suggests, tests, implements, and evaluates solutions.
• Coordinates and interacts with other teams and functions as a liaison between Development team and users to communicate end-user needs and ensure effective solutions are implemented.
• Reviews user requirements and needs for software and services; performs related research and analysis and provides information and guidance to users; facilitate implementation, installation, and training.
• Analyzes and plans technical support based on consultations with Operations head. Documents support plans and establishes implementation schedules.
• Analyzes and resolves Rxhealth applications software issues.
• Maintains records of work activities and documents recurring, difficult or complex problems; identifies trends, recommends solutions and resources.
• Coordinates contact with vendors as needed to assist with support activities.
• Actively participates in departmental, committee, and technical meetings to discuss and resolve user issues and implement new projects.
• Attends training sessions, conferences, classes and utilizes online resources to maintain and update skills and knowledge as necessary to keep current on relevant technologies. 

Knowledge, Skills, and Abilities:

Knowledge of:

• A wide variety of technologies to effectively support end-user technical needs including computing devices, operating systems, network technologies, and a variety of software applications (desktop, client-server, browser-based, etc.);
• Principles of troubleshooting and analysis.
• Programming languages such as PHP, Java, etc.

Skills in:

• In-depth knowledge of hardware and software.
• Up-to-date knowledge of IT and software trends.
• Strong customer service ethos.
• Strong communications skills.
• Excellent organizational skills.

Ability to:

• Support a variety of users with divergent needs and skill levels
• Translate user needs into viable solutions
• Work independently and as part of a project team
• Work collaboratively to make necessary decisions and respond to emergency situations effectively
• Communicate technical and complex information in verbal and written form
• Accurately troubleshoot and diagnose technology issues in a complex environment
• Work occasional long hours
• Quickly establish good working relationships with clients
• Work to deadlines and under pressure.

Education and Experience:

• A minimum of first degree in computer science or related courses.
• 2+ years’ experience in similar role
• Candidate must reside in Kumasi