IT Support Technician

DataStaff, Inc. is seeking an IT Support Technician for a long-term contract opportunity with one of our direct clients in Charlotte, NC
*This position is on-site
Job Description:
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 escalates 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:

• This 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).
• 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, Skills and Abilities:

• High School Diploma or equivalent

• 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.
• 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
• 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

Required Skills:

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

This opportunity is available as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental, and vision coverage options as well as paid vacation, sick, and holiday leave. As many of our opportunities are long-term, we also have a 401k program available for employees after 6 months.