IT Support Technician

Job ID: NC-774017

Onsite/Local IT Support Technician/County User admin (ITIL/ITSM) with KMDB/ServiceNow, Windows, MS O365, Adobe Writer, networking, Power BI security, Directory services, hardware/Peripherals experience

Location: Charlotte, NC (Mecklenburg County Information Technology Services)
Duration: 7 Months
Position: 1(2)
**This is an onsite position based in Charlotte, NC.

Skills:
Experience with IT support experience or an equivalent combination of training and experience Required 3 Years
Experience maintaining documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database (KMDB) using Service Now. Required 3 Years
Overall computer operations procedures, operating systems and platforms required (Windows 10 Required 3 Years
Experience with Software: MSOffice,O365; I.E., Chrome, MS Outlook, Service Desk Technology, Adobe Writer; OneDrive; Skype for Business; VM; etc. Required 3 Years
Experience with current techniques and capabilities of personal computers, local area networks and wide area networks Required 3 Years

Description:
The County Administrator role manages county user PATH NC accounts (e.g., adding sub-roles, setting up Power BI roles, adding/updating PATH NC security roles, and adding/updating the users assigned supervisor). This is an onsite position.

Position Summary:
Provide technical support assistance in a service desk environment and serve as the primary point of contact for technical support services. This position, under general supervision, answers questions and resolves simple to complex technology related issues, responds to customer incidents, requests, and inquiries, performs ticket resolutions and escalate tickets as needed, routinely requires communicating and coordinating with end-users and other ITS teams to resolve issues and troubleshoots via telephone or remote technology. IT Support Technician II is the second level of a three-part series

Essential Functions:
The County Administrator role manages county user PATH NC accounts (e.g., adding sub-roles, setting up Power BI roles, adding/updating PATH NC security roles, and adding/updating the users assigned supervisor).
The County Administrator role creates and maintains the list of community services (Directory of Services), addresses and telephone numbers for the District Attorney offices, school names and addresses, and Zones.
Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database (KMDB) using Service Now.

Knowledge of:
Overall computer operations procedures, operating systems and platforms required (Windows 10)
Software such as: MSOffice,O365; I.E., Chrome, MS Outlook, Service Desk Technology, Adobe Writer; OneDrive; Skype for Business; VM; etc.
Current techniques and capabilities of personal computers, local area networks and wide area networks
Hardware such as: Motherboards, CPU s, Chipsets, Memory, printers, Peripherals, etc.
Customer Systems such as: Desktops, Laptops, Tablets, Thin & Zero Clients
Tools and technology within an ITIL and ITSM environment.

Skills
Performing continual research to enhance technical knowledge
Performing Critical Thinking (Complex Troubleshooting)
Maintaining adaptability when performing in new situations
Maintaining adaptability when performing in Emergency situations & under stress
Communication & attention to detail
Customer service

Abilities
Contributing to Team Success: Actively participates as a member of a team to move the team toward the completion of goals
Communication: Clearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
Collaboration: Works effectively and cooperatively with others; establishes and maintains good working relationships
Customer Focus: Ensures that the customer perspective is a driving force behind business decisions and activities; crafts and implements service practices that meet customers and own organization s needs
Technical/Professional Knowledge and Skills: Has achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise
Planning and Organizing: Establishes courses of action for self and others to ensure that work is completed efficiently
Managing Conflict: Deals effectively with others in an adversarial situation; uses appropriate interpersonal styles and methods to reduce tension or conflict between two or more people
Proficient in various computer programs, including Microsoft Office

Experience:
Minimum of three years of IT support experience or an equivalent combination of training and experience

Education:
High School Diploma or equivalent

Licenses and Certifications:
Requires a valid North Carolina or South Carolina Driver s License
Requires County Driving Privileges