An employee in this class is responsible for providing first line support to County employees requiring installation of new equipment or resolving problems related to existing equipment. Problem resolution skills may require determining whether the problem is hardware, software, infrastructure or network related. This position is required to travel to County supported sites which requires walking, including climbing stairs, and/or driving. This position is also part of an after-hours support team providing 24/7 IT coverage, including the Law Enforcement employee work force. This will include working some non-standard hours or could require coming in nights, weekends and/or holidays. This will include traveling to other County buildings. Work is performed under general supervision of the Assistant Information Technology Director and is evaluated through discussions, conferences, reports and successful resolution to problems encountered.
- Provides technical support and assistance to users regarding hardware; installation, replacement, repair or training.
- Manages and responds to help desk requests.
- Provides problem diagnosis and technical support and assistance to users regarding essential software; installation, replacement, repair, reload or training.
- Possesses the ability to resolve issues quickly and professionally.
- Be a team player within a department of other professional employees
- Be willing and available to work non-standard work hours; example may be 12:00 p.m. to 9:00 p.m. some weeks or handle weekend departmental on call duties.
- Be willing to become actively involved with mobile workforce needs.
- Travel between work locations will be required, either walking or driving. Driving will involve personal automobile in most cases. Mileage will be reimbursed to the employee.
- Maintains current and accurate records of work performed including any special notes regarding resolution using helpdesk software.
- Provides assistance to other IT staff on projects requiring multiple IT staff at the same location or multiple locations simultaneously.
- Maintains inventory of hardware and software; installs/tests additional communications cabling drops throughout County facilities, as needed.
- Provides input to IT Director to better determine hardware, software or training needs.
Two-year degree in Information Technology or other associated computer degrees. Course work including personal computers, operating systems, peripheral equipment, basic networking components, computer cable preparation, productivity software, troubleshooting techniques and personal communication. If a two-year degree is not present, three to five years of experience in a computer technician field.
Knowledge, Skills, And Abilities
Considerable knowledge of current computer technology including hardware, software and peripheral type equipment
Able to work non-standard hours and be part of 24/7 support team
Ability to analyze, diagnose and solve computer hardware and software problems
Ability to install and maintain computer hardware and software programs
Ability to develop and maintain effective working relationship with users
Ability to communicate effectively in oral and written forms
Willingness to actively seek new information regarding technology and the work force
- Perform work during emergency/disaster situations.
- Assisting with IT Help Desk operations.
- Must possess a valid NC driver's license as some tasks will require driving to remote County office locations.
Physical Requirements
This is medium work requiring the exertion of 50 pounds of force occasionally, up to 20 pounds of force frequently, and up to 10 pounds of force constantly to move objects; work requires climbing, balancing, stooping, kneeling, crouching, crawling, reaching, walking, pushing, pulling, fingering, grasping feeling, and repetitive motions; vocal communication is required for expressing or exchanging ideas by means of the spoken word and/or detailed or loud talking to convey detailed or important spoken instructions to others accurately, loudly, or quickly; hearing is required to perceive information at normal spoken word levels and/or ability to receive detailed information through oral communications and/or make fine distinctions in sound; visual acuity is required for depth and color perception, preparing and analyzing written or computer data, visual inspection involving small defects and/or small parts, assembly or fabrication of parts at or within arm’s length, operation of machines, operation of motor vehicles or equipment, to determine the accuracy, neatness and thoroughness of work, and observe general surroundings and activities; the worker is subject to inside and outside environmental conditions, hazards and atmospheric conditions.
