Client Services Technician I

Gaston County Government•Gaston County Administration Building, NC

10d•Onsite

About The Position

Joining the team at Gaston County Government means being part of a community that is dedicated to improving the lives of its citizens. We are a dynamic organization that values innovation, collaboration, and commitment to service. As an employee of Gaston County, you will have the opportunity to make a difference in your community every day. Whether you are working in public safety, social services, or administration, your contributions will help improve the lives of our residents and build a better future for our county. Gaston County Information Technology (IT) supports application development, a County-wide network infrastructure, internet service, server management, centralized data storage, backups, desktop solutions, IP/digital/analog phones, cell phones, a centralized service desk, wireless networking, IT Security, and much more.

Requirements

Associate degree
1 Year in End User Support Position
Must have knowledge of PC set up and SCCM Imaging Process.
Must be able to lift up to 75lbs as well as bend and kneel.

Responsibilities

Provide Tier 1 service desk support by responding to and resolving user support tickets, escalating issues when needed.
Provide frontline phone support for all equipment and software issues. This includes: Desktop, Laptop, printers, phones, scanners.
Provide priority phone support to Department Management.
Provide afterhours support and participate in the on-call rotation as required.
Assist IT with new applications support and deployment.
Assist with testing and vetting upgrades and enhancements to existing systems.
Participates in disposal of obsolete equipment.
Works with IT staff that create purchase requisitions.
Instructs new user on accessing base applications, email, printers, folder locations, phone and voicemail.
Instructs user how to report IT issue or contact IT for support.
Utilize IT's Service Desk System to track and manage tickets assigned to them.
Create tickets for tasks that do not come through the IT Service Desk System.
Track time in the IT departments time tracking system.
Attend end user training for department specific applications.
Attends IT specific training classes/seminars online and in the classroom.
Utilizes knowledge gained to maintain and improve job performance.
Utilizes online research for problem solving and/or process improvements.
Creates support documentation for use in the service desk knowledge base.
Provides feedback and recommendations for improvements to processes and procedures.