Information Technology Technician

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:

1. - Requires a valid North Carolina or South Carolina Driver's License
2. - Requires County Driving Privileges