Client Services Technician I

About the role

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.

Responsibilities

• Service Desk: 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, including desktop, laptop, printers, phones, and scanners. Provide priority phone support to Department Management. Provide afterhours support and participate in the on-call rotation as required.
• Application Support: Assist IT with new applications support and deployment. Assist with testing and vetting upgrades and enhancements to existing systems.
• Equipment Inventory: Participate in disposal of obsolete equipment. Work with IT staff that create purchase requisitions.
• New User Setup: Instruct new users on accessing base applications, email, printers, folder locations, phone and voicemail. Instruct users how to report IT issues or contact IT for support.
• Required Reporting and Documentation: 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 department's time tracking system.
• Training and Skills Improvement: Attend end user training for department-specific applications. Attend IT-specific training classes/seminars online and in the classroom. Utilize knowledge gained to maintain and improve job performance. Utilize online research for problem solving and/or process improvements. Create support documentation for use in the service desk knowledge base. Provide feedback and recommendations for improvements to processes and procedures.

Minimum Qualifications

• Associate degree
• 1 year in End User Support Position
• Knowledge of PC setup and SCCM Imaging Process
• Ability to lift up to 75 lbs as well as bend and kneel

Additional Information

The applicant selected must undergo a criminal background check and pass a drug screening test prior to employment.