IT Support Technician I - Field Service

County of Mecklenburg, NC•Charlotte, NC

1d•$26 - $30

About The Position

Provide technical support, analysis, and customer-focused service under direct supervision. The position answers questions and resolves simple to moderate technology issues, responds to customer incidents, requests, and inquiries, resolves tickets and escalates them as needed. It routinely involves communicating and coordinating with end users and other ITS teams to resolve issues, troubleshooting by telephone, remote technology, or in person. IT Support Technician I is the first level of a three-part series.

Requirements

Minimum of two years of IT support experience or an equivalent combination of training and experience.
High school diploma or equivalent.
Valid North Carolina or South Carolina Driver's License.
County Driving Privileges.
Knowledge of computer operations procedures, operating systems and platforms, including Windows 11.
Knowledge of O365, Adobe, and other desktop applications as needed.
Knowledge of personal computers, local area networks, wide area networks, computer hardware, and peripherals.
Knowledge of Apple iOS and basic device support procedures.
Knowledge of Logitech Roombars and Crestron audio-video systems.
Knowledge of desktops, laptops, tablets, thin clients, and zero clients.
Knowledge of tools and technology within an ITIL and ITSM environment.
Skills in technical research, complex troubleshooting, adaptability, communication, attention to detail, and customer service.
Ability to work effectively in a team, communicate clearly, collaborate, focus on customer needs, apply and maintain technical knowledge, plan and organize work, and manage conflict.
Proficiency in various computer programs, including Microsoft Office, and typing.
Ability to meet the stated physical demands, including moving about, operating office equipment, communicating, reviewing information, and carrying equipment weighing up to 50 pounds.

Nice To Haves

ITIL certification.
CompTIA A+, Network+, or similar certification.
Associate degree in information technology.

Responsibilities

Assist customers with computer hardware, software, audio-video systems, printing, installation, enterprise applications, email, and operating systems.
Perform First Contact Resolution (FCR).
Install and repair hardware, software, or peripheral equipment, following design or installation specifications.
Maintain records of daily data communication transactions, problems, and remedial actions.
Consult technical manuals and customers, and conduct computer diagnostics to investigate and resolve incidents.
Route major hardware or software incidents to appropriate vendors, applications teams, or Service Management teams as needed.
Provide operational support for tablet, desktop, laptop, and zero-client platforms.
Support enterprise software, including O365 and Windows operating systems.
Analyze and clearly communicate issues requiring IT Strategic decisions, both verbally and in writing.
Develop and maintain documentation and Knowledge Articles in the Knowledge Management Database (KMDB) using the ServiceNow ITSM Solution.
Collaborate on training materials, procedures, and knowledgebase articles.
Train and educate users on proper hardware and software use.
Provide on-call after-hours and weekend support when required.
Communicate and engage effectively with clients and team members face-to-face, by video, and by phone.
Perform related duties as required.