IT Support Technician II - Service Desk

County of Mecklenburg, NC•Charlotte, NC

2d•$25 - $34

About The Position

The IT Support Technician II provides technical support and analysis under general supervision, resolving technology-related questions and issues ranging from simple to complex. The role responds to customer incidents, requests, and inquiries; resolves tickets and escalates them when needed; and coordinates with end users and other IT teams to troubleshoot issues by telephone, email, or remote technology. It provides front-line support to internal customers for software and hardware issues, serves as an escalation point for Level I technicians, maintains the ticket queue, and leads or participates in IT projects. This position is the second level of a three-part series. The technician supports computer hardware and software, audio-video systems, operating systems, productivity applications, mobile devices, and customer platforms including tablets, desktops, laptops, and zero clients. The role performs first-contact resolution, documents incidents and remedial actions, maintains knowledge articles in the Knowledge Management Database using the ServiceNow ITSM solution, and helps develop training materials and procedures or trains users. It also communicates issues that require strategic IT decisions and collaborates with customers and colleagues through face-to-face, video, and phone interactions. The position typically handles medium to large initiatives or assignments independently and may serve as a subject matter expert on complex initiatives involving multiple agents or specialists. After-hours and weekend on-call support may be required. The stated pay range is $25.00 to $33.63 per hour; this is a non-exempt hourly position.

Requirements

At least three years of IT support experience, or an equivalent combination of training and experience.
High school diploma or equivalent; relevant education and relevant experience may be combined.
May require a valid North Carolina or South Carolina driver's license.
Knowledge of computer operations procedures, operating systems, and platforms, including Windows 11.
Knowledge of O365, Chrome, OneDrive, and other desktop applications as needed.
Knowledge of personal computers, local area networks, and wide area networks.
Knowledge of computer hardware, including motherboards, CPUs, chipsets, memory, printers, and peripherals.
Knowledge of Apple iOS and basic device support procedures.
Knowledge of audio-video systems, including Logitech Roombars.
Knowledge of desktops, laptops, tablets, thin clients, and zero clients.
Knowledge of tools and technology used in ITIL and ITSM environments.
Ability to research continually to enhance technical knowledge and perform critical thinking and complex troubleshooting.
Ability to adapt in new and emergency situations and under stress.
Strong communication, attention to detail, and customer service skills.
Ability to contribute to team success, communicate clearly through varied media, collaborate effectively, and maintain working relationships.
Ability to maintain a customer focus, apply technical and professional knowledge, plan and organize work, and manage conflict effectively.
Proficiency with various computer programs, including Microsoft Office, and typing.

Nice To Haves

Associate degree in Computer Science, Information Systems, or Business Administration.
HDI Customer Service Representative (HDI-CSR) certification.
HDI Support Center Analyst (HDI-SCA) certification.
HDI Desktop Advanced Support Technician (HDI-DAST) certification.
Knowledge Centered Support Foundation (KCSF) certification.
IT Information Library Foundations Certification (ITIL) v4.
CompTIA A+ certification.
CompTIA Network certification.
CompTIA Security+ certification.
Microsoft 365: Modern Desktop Administrator Associate certification.

Responsibilities

Assist customers with computer hardware, software, audio-video systems, printing, installation, enterprise applications, email, and operating systems.
Perform First Contact Resolution (FCR).
Maintain records of daily data communication transactions, problems, and remedial actions.
Provide operational support for tablets, desktops, laptops, and zero-client hardware.
Provide support for enterprise software, including O365 and Windows operating systems.
Analyze and clearly communicate, orally and in writing, issues requiring IT strategic decisions.
Develop and maintain Knowledge Management Database articles using the ServiceNow ITSM solution.
Collaborate on training materials and procedures, or train users in the proper use of hardware and software.
Serve as a departmental escalation point and an escalation point for Level 1 agents.
Communicate and engage with clients and team members face-to-face, by video, and by phone.
Provide support for operating systems, productivity software, hardware, mobile devices, and other internally used applications.
Troubleshoot and resolve end-user hardware and software issues by telephone, email, or remote tools.
Research, resolve, respond to, and document end-user inquiries.
Follow Incident Management, Request Management, and Knowledge Management policies.
Monitor and maintain the Level II ticket queue, manage time and competing work, identify process improvements, and lead or assist with Service Desk IT projects.
Handle medium to large initiatives or assignments independently and potentially serve as a subject matter expert on complex initiatives involving multiple agents or specialists.
Perform other related duties as required.
Provide on-call support after hours and on weekends when required.