Updated: Nov 26
Hire in Rate $34,704.90
General Definition of Work
An employee in this class is responsible for managing Help Desk requests submitted by users (via phone, email, or face to face) for any I.T. technical issues. This could include, but is not limited to PCs, Scanners, Printers, VOIP & Mobile Phones, Tablets, Internet, Network, Software, General Peripherals, etc. Microsoft Products, including but not limited to Windows 10, 11, Office 2016, 2019, 365, and other software. The position will also include Field Support duties as needed. Work is performed under the supervision of the I.T. Director. The employee in this class will work with the Technical Support Specialist to ensure users’ needs are met, the Technical Support Specialist will provide additional training, guidance and direction as needed.
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.
The Technical Support position will utilize the Zoho Desk ticket system to manage user requests for assistance, take initial ownership of all issues until resolution or escalation to the appropriate individual, document steps taken or resolution and perform follow ups and ensure the users are satisfied with the service provided to them.
The employee in this class will be responsible for:
· Inventory Assets Tracking and Audits
· Streamlining Processes
· Creating Standard Operating Procedures
· Creating Knowledge Base Articles for future reference.
· Receiving, unboxing, inventory, configuring imaging, installing and supporting equipment as needed.
· Managing Antivirus, and Wireless Access Points dashboards
· Managing users in Active Directory,
· Password resets for multiple systems,
· Access users remotely to resolve issues,
· Documenting needed upgrades, software/ hardware discovered EOL or potential anticipated failures.
· Contacting vendors for quotes and / or services.
· Scanning invoices and uploading them to the financial system.
· Performs related duties as required.
Knowledge, Skills and Abilities
Self-Motivated Individual who can work without micromanaging.
Customer Service Focus
Ability to establish and maintain effective working relationships with co-workers and other county employees
Customer support skills play a major role in this position, managing a good relationship with the users is as paramount as resolving the issues. As such, a good attitude and communication skills, verbal and written are desired.
Education and Experience
Associates/Technical degree with coursework in I.T. Support, or related field with extensive hands-on experience in I.T. Support (2 to 4 years of experienced preferred). Will consider applicants with equivalent combination of education and experience.
This work requires the occasional exertion of up to 10 pounds - 25 pounds of force; work regularly requires sitting and using hands to finger, handle or feel, frequently requires speaking or hearing, reaching with hands and arms and repetitive motions and occasionally requires standing, walking, stooping, kneeling, crouching or crawling, pushing or pulling and lifting; work has standard vision requirements; vocal communication
is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; operating motor vehicles or equipment and observing general surroundings and activities; work occasionally requires exposure to outdoor weather conditions; work is generally in a moderately noisy location (e.g. business office, light traffic).
Valid driver's license.
Submit completed application, resume and cover letter to Caswell County Human Resources Department, Attn: Ashley Powell, PO Box 98 Yanceyville, NC 27379.
Email: [email protected]
Applications can be found on the Caswell County Official Website: http://www.caswellcountync.gov