IT Support Specialist

State of North Carolina•Buncombe County Courthouse Buncombe, NC

7d•Hybrid

About The Position

The North Carolina Administrative Office of the Courts (NCAOC) seeks an experienced, highly motivated individual to serve as an Applied Technology Services (ATS) IT Support Specialist to provide support for production information technology for judicial personnel in the western counties of North Carolina. The IT Support Specialist provides hardware/software configuration and support of all information technology components (switches, servers, desktop computers, laptops, and local/network printers), as well as other technology devices throughout the Judicial Branch. ATS provides 24x7x365 support via a combination of an on-site presence, remote support, and an on-call rotation. ATS provides customer-focused services as both Desktop OS Tier3 support and field staff support for other sections including networking, servers, and other systems in their assigned regional areas.

Requirements

Bachelor's degree in Computer Science, Computer Information Systems, Computer Engineering, Math, Engineering, or other related technical degrees from an appropriately accredited institution, and one (1) year of progressive experience in the field of information technology; or an equivalent combination of education and experience.
Knowledge of the design and implementation of Ethernet topology networks.
Knowledge of Windows 10/11.
Knowledge of MS Office Online and Local Installs.
Knowledge of SCCM.
Knowledge of BitLocker.
Knowledge of Cisco AMP.
Knowledge of Windows Server Current Versions.
Knowledge of PowerShell.
Knowledge of computer systems to ensure that all components will integrate properly.
Knowledge of software packages such as TN3270, SharePoint Designer, and Adobe Professional.
Knowledge of Cisco servers, routers, voice gateways, and switches.
Knowledge of integration of all components.
Skills in installing personal computers and peripherals (e.g., printers, scanners, cameras, label printers, signature pads, card readers, fax machines, and audio-video equipment).
Skills in using individual components.
Skills in listening and communicating with customers to identify concerns, analyzing needs, and determining hardware/software solutions.
Skills in rigorous problem solving.
Skills in providing excellent customer service.
Ability to analyze needs, select strategies, and resolve technical problems.
Ability to manage time to meet schedules.
Ability to prioritize tasks according to customer needs.
Ability to communicate highly technical information to non-technical users.
Ability to work independently.
Ability to troubleshoot hardware and software problems involving local area networks and personal computer systems.
Ability to manage critical incidents, identify problems, make necessary corrections, and/or assist vendors with resolutions.
Applicant must live within the support area or be willing to relocate to be considered.
A current and valid driver's license is required.

Nice To Haves

Management prefers candidates with at least four (4) years of experience in an appropriate field of information technology.
Professional certification (i.e. MCP, MCSE, CompTIA A+, Network+, Security+, CCNA) recommended however, no certifications are required for this level.

Responsibilities

Provide customer support across Western North Carolina counties in accordance with Service Level Agreements set forth by the NCAOC's IT department.
Support personal computer systems by installing, configuring, and maintaining hardware and software for judicial staff.
Understand computer systems to ensure that all components will integrate properly.
Remain abreast of rapidly changing hardware and software technology.
Provide support to local area networks by installing, maintaining, and troubleshooting hardware and software that includes file servers, routers, switches, access points, and other telecommunications equipment.
Interface with Judicial Branch staff and local government officials.
Listen to customers to identify problems, then make necessary corrections or assist vendors in corrective actions.
Facilitate moves and relocations of judicial facilities, including courthouses and other office locations.
Provide training for judicial staff on an as-needed basis.
Test and recommend hardware and software configurations on an as-needed basis.
Participate in large technology deployment projects that may include statewide software updates, server upgrades, and eCourts initiatives.