I.T. Help Desk Technician I

Richmond County, NC

About the role

Work in this class involves responding to routine inquiries for assistance from users of computers and related software and hardware devices. This position is responsible for installing and maintaining computer systems and technology in concert with the Human Services Director, Social Services Director, County IT Director, and their staff.

Duties involve gathering information on the user's situation, referring to manuals or documentation to resolve the situation, and relaying more technical situations to other technical staff or consultants. Employees provide hardware and software support to users including but not limited to software training, technical advice on software packages, hardware and software installation, troubleshooting printer malfunctions, and installation & termination of network cables. Work may include related duties as required.

Responsibilities

• Respond to phone, email, and walk-in inquiries regarding computer-related hardware, software, and data communications.
• Answer questions on less complicated items such as logging on to computer systems or software, determining printing problems, or understanding routine error messages.
• Assist users in the automation of routine office functions and develop user documentation.
• Prepare, coordinate, maintain, and implement security measures to protect information and information processing assets within the Health and Human Services Department.
• Consult with outside vendors and other state and local government agencies to receive guidance and assistance with resolving technical issues once all standard techniques and protocols have been exhausted.
• Provide hardware and software support, including software training, technical advice, installation, and troubleshooting.
• Install and terminate network cables.

Requirements

• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.
• Excellent problem-solving and analytical skills.
• Ability to communicate effectively with clients who may not be coherent in clarifying problem situations.
• Ability to work under considerable time constraints and other demands.
• Ability to break down technological processes and deliver clear, step-by-step instructions.
• Ability to establish and maintain effective working relationships.
• Prolonged periods of standing, bending, sitting, kneeling, and transporting equipment up to 60 pounds.

Qualifications

Minimum Education and Experience:

• Bachelor’s degree in Computer Science, Computer Engineering, or an Information Technology degree or closely related field; or
• Bachelor’s degree and one year of experience in IT or closely related area; or
• Associate’s degree in Information Systems and two years of experience in IT or closely related area; or
• An equivalent combination of education and experience.

Degrees must be received from appropriately accredited universities.

Benefits

• Group medical, dental, vision, and life insurance.
• Vacation leave.
• Sick leave.
• Retirement program and 401K.