Help Desk Technician

Cabarrus County • Cabarrus County, NC

1d • Onsite

About The Position

Performs entry level to intermediate technical work assisting customers with web services, office automation software, enterprise software systems and hardware when experiencing procedural or operating difficulty with the use of information technology applications, products or services. The Help Desk serves as the single point of contact for all information technology questions, issues and services. Work is performed under general supervision of the IT Support Supervisor.

Requirements

• Requires graduation from an accredited community college with major course work in management information systems or related field and/or experience in the operation of data processing equipment.
• An equivalent combination of education and experience may be considered.
• Must have ability to work a flexible schedule; requires some evening, weekends, holidays and on-call.
• Possession of an appropriate driver’s license valid in the state of North Carolina.

Nice To Haves

• Knowledge of the operation, uses and capabilities of personal computers, virtual desktop infrastructure, mobile devices and peripheral equipment; knowledge of internet services, mobile applications, personal computer software systems and their capabilities; knowledge of general office practices and equipment; knowledge of the operation, uses and capabilities of MS Office 365, Internet browsers, and Windows operating environment.; ability to understand and carry out written and oral instructions; ability to analyze issues for problem resolution; ability to train customers on office automation hardware and software systems; ability to establish and maintain effective working relationships with the staffs of customer departments and associates; and ability to attend work regularly.

Responsibilities

• Provides support for all County technology products and services.
• Assisting with VDI - virtual desktop infrastructure deployments, desktop solutions, installing new software, trouble shooting, performing VDI and application migrations, and training customers as needed.
• Acts as first point of contact to assist to a variety of customers utilizing Cabarrus County technology services including County employees, other municipal employees, businesses customers and citizens.
• Answers questions, troubleshoots, and or instructs customers regarding operational use and functionality of County systems.
• Troubleshoots, diagnoses, analyzes and resolves intermediate software, hardware and telecommunication issues.
• Resolves level 1 work orders and escalates complex and/or higher priority issues to the appropriate teams and/or vendor for resolution.
• Provides occasional higher level desktop support by physical visit/s to customer location.
• Provides training and instructions to internal and external customers.
• Installs, configures, tests, maintains and monitors endpoints, applications, and mobile devices.
• Records required customer and problem information in the Ticket System.
• Updates tickets with appropriate detailed entries of activities and closes tickets with resolution entered upon completion of the job.
• Verifies that suggested solutions effectively resolve the users' problems verbally, email or through MS Teams.
• Answers, evaluates and prioritizes incoming telephone, voice mail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Configures customer equipment to connect to the internet via cellular modems, Wi-Fi and ethernet.
• Determines whether problem is caused by hardware such as modem, printer, cables or telephone.
• Handles problem identification, research, isolation, resolution and follow-up for routine customer problems, referring more complex problems to next level of support or management.
• Prepares standard statistical reports, such as help desk incident reports.
• Calls software and hardware vendors to request service regarding defective products.
• Contributes to development of training materials and provides technology onboard training as needed.
• Documents network and computer equipment inventory, configuration and activities as needed.
• Properly disposes of broken equipment and contacts outside vendors for pick-up of recycled items.
• Participates as 24/7 on-call rotation support for issues with the County.
• Performs work during emergency/disaster situations.
• Performs related tasks as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree