Job Description

Primary Purpose 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. Essential Functions Be a team player within a department of other professional employees. 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 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. Minimum Education and Experience 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. References and job duties related to the computer technician role will be required. Must possess a valid NC driver's license as some tasks will require driving to remote County office locations. 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 Additional Information Perform work during emergency/disaster situations. Assisting with IT Help Desk operations. Other related duties as assigned.

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