Client Services Technician (As-Needed)

Summary

The North Carolina Department of Agriculture and Consumer Services is seeking a Client Services Technician to provide routine to complex technical support for city computer systems and telecommunications equipment. The role involves troubleshooting and resolving issues related to hardware, software, and network systems in an enterprise environment.

Responsibilities

• Provides journey-level technical support to city computers, laptops, printers, VoIP-based telephones, mobile technology, software, and computer peripherals using diagnostic and troubleshooting techniques in accordance to prescribed service level agreements and departmental policies and procedures
• Responds to service desk incidents and requests in-person, via e-mail, telephone, or remote support session as necessary
• Monitors work orders assigned to the appropriate queue and ensures proper resolution of tickets in accordance with departmental policies and procedures
• Performs maintenance, installs, moves, adds, changes and decommission on computers, printers, mobile technology, telecommunications equipment, and peripheral devices running in an on-premise and cloud environment
• Uses endpoint management and scripting tools to deploy automated installation images and software packages
• Performs routine installations of software applications and software updates
• Fulfills complex requests received through the service desk, including computer installations, software installations, printer changes, VoIP-based telephone installations, computer configurations, and peripheral hardware swaps
• Utilizes remote assistance tools and on-line resources to troubleshoot and resolve computer hardware and software problems and network issues
• Performs password support for users and updates to security groups
• Assists with completing changes to the City’s telecom system and VoIP-based telephones as requested
• Assists with installation and initial troubleshooting of equipment in network closets and switch rooms
• Assists with the deployment of security patches and security remediations updates on computer systems
• Communicates with suppliers and service providers regarding hardware and software support issues
• Estimates cost of replacement and repairs, and coordinates parts and equipment orders with service and warranty vendors
• Contributes technical articles to the technical support knowledge base
• Develops technical and instructional documentation on various topical matters relating to how-to, process flows, software installations and security patch installs
• Assists in computer systems planning, implementation, and special projects, as needed
• Applies Information Technology Infrastructure Library (ITIL) best practices on service desk processes and management
• Recommends improvements to optimize technical support processes and customer services programs
• Escalates technical support and vendor issues to the Client Services Supervisor, as needed
• Contributes to service delivery improvement projects and related activities
• Performs other duties, as assigned

Skills

• Graduation from high school or the equivalent
• One year of recent paid experience providing computer systems support involving troubleshooting of desktop operating systems and client/server software applications in an enterprise network environment
• Possession of a valid Class C driver license or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions
• Knowledge of Microsoft® Windows desktop operating system, Intune and Active Directory
• Knowledge of Microsoft® Office 365
• Knowledge of Mobile Phones and Tablets
• Knowledge of Apple MacOS and Apple hardware support
• Knowledge of Networking principles, standards, and protocols, such as the Internet Protocol Suite (TCP/IP), Domain Name System (DNS), and Dynamic Host Configuration Protocol (DHCP)
• Knowledge of Operation of Local and Wide Area Networks (LAN, WAN)
• Knowledge of Installation, troubleshooting and maintenance of hardware systems, software applications and peripheral equipment
• Knowledge of Desktop management and scripting tools, such as Jamf, Intune and Autopilot
• Knowledge of Anti-virus/security programs
• Knowledge of Diagnostic and troubleshooting techniques for various hardware, software and telecommunications equipment
• Knowledge of Principles and procedures for asset and configuration management
• Knowledge of Principles and procedures for IT service management
• Knowledge of Enterprise-wide IT service management tools, such as ServiceNow
• Knowledge of Effective customer service techniques pertaining to incident resolution and service request fulfillment
• Ability to Interpret, analyze and resolve various hardware and software application problems
• Ability to Diagnose and troubleshoot issues with computer hardware, software, business applications, mobile, telecom, and peripheral devices
• Ability to Install, configure and maintain computer hardware, software, business applications, mobile, telecom hardware and peripheral devices
• Ability to Adapt to new technology and learn new software applications
• Ability to Learn and apply Information Technology Infrastructure Library (ITIL) best practices
• Ability to Develop and deploy automated computer images and software distribution packages
• Ability to Communicate clearly and effectively, both orally and in writing
• Ability to Provide informal instruction and assistance to employees of varying computer skill levels
• Ability to Work independently and collaborate with others to accomplish common goals, deadlines and service level agreements
• Ability to Lift and carry objects of moderate weight
• Ability to Prepare and maintain clear and concise records and reports
• Ability to Organize and prioritize multiple tasks
• Ability to Read and interpret schematics, reference manuals, and support documentation
• Ability to Understand and follow oral and written instructions
• Ability to Establish and maintain effective and cooperative working relationships with City employees and the public
• Ability to Work with persons from diverse social, cultural, and economic backgrounds as well as a variety of work styles, personalities, and approaches
• Ability to Provide effective customer service
• Ability to Refine, contribute and author organization-wide and IT facing knowledge base articles
• Skill in Operating, diagnosing, troubleshooting and maintaining hardware, software, and peripheral devices in a network environment
• Skill in Installing software using automated and manual deployment methods
• Skill in Providing technical support over the phone and using remote assistance tools
• Possession of Microsoft Technology Associate (MTA) certification towards IT infrastructure track or a higher-level Microsoft Certified Professional certificate is desirable

Qualifications

Must Haves

• Graduation from high school or the equivalent
• One year of recent paid experience providing computer systems support involving troubleshooting of desktop operating systems and client/server software applications in an enterprise network environment
• Possession of a valid Class C driver license or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions
• Knowledge of Microsoft® Windows desktop operating system, Intune and Active Directory
• Knowledge of Microsoft® Office 365
• Knowledge of Mobile Phones and Tablets
• Knowledge of Apple MacOS and Apple hardware support
• Knowledge of Networking principles, standards, and protocols, such as the Internet Protocol Suite (TCP/IP), Domain Name System (DNS), and Dynamic Host Configuration Protocol (DHCP)
• Knowledge of Operation of Local and Wide Area Networks (LAN, WAN)
• Knowledge of Installation, troubleshooting and maintenance of hardware systems, software applications and peripheral equipment
• Knowledge of Desktop management and scripting tools, such as Jamf, Intune and Autopilot
• Knowledge of Anti-virus/security programs
• Knowledge of Diagnostic and troubleshooting techniques for various hardware, software and telecommunications equipment
• Knowledge of Principles and procedures for asset and configuration management
• Knowledge of Principles and procedures for IT service management
• Knowledge of Enterprise-wide IT service management tools, such as ServiceNow
• Knowledge of Effective customer service techniques pertaining to incident resolution and service request fulfillment
• Ability to Interpret, analyze and resolve various hardware and software application problems
• Ability to Diagnose and troubleshoot issues with computer hardware, software, business applications, mobile, telecom, and peripheral devices
• Ability to Install, configure and maintain computer hardware, software, business applications, mobile, telecom hardware and peripheral devices
• Ability to Adapt to new technology and learn new software applications
• Ability to Learn and apply Information Technology Infrastructure Library (ITIL) best practices
• Ability to Develop and deploy automated computer images and software distribution packages
• Ability to Communicate clearly and effectively, both orally and in writing
• Ability to Provide informal instruction and assistance to employees of varying computer skill levels
• Ability to Work independently and collaborate with others to accomplish common goals, deadlines and service level agreements
• Ability to Lift and carry objects of moderate weight
• Ability to Prepare and maintain clear and concise records and reports
• Ability to Organize and prioritize multiple tasks
• Ability to Read and interpret schematics, reference manuals, and support documentation
• Ability to Understand and follow oral and written instructions
• Ability to Establish and maintain effective and cooperative working relationships with City employees and the public
• Ability to Work with persons from diverse social, cultural, and economic backgrounds as well as a variety of work styles, personalities, and approaches
• Ability to Provide effective customer service
• Ability to Refine, contribute and author organization-wide and IT facing knowledge base articles
• Skill in Operating, diagnosing, troubleshooting and maintaining hardware, software, and peripheral devices in a network environment
• Skill in Installing software using automated and manual deployment methods
• Skill in Providing technical support over the phone and using remote assistance tools

Nice to Haves

• Possession of Microsoft Technology Associate (MTA) certification towards IT infrastructure track or a higher-level Microsoft Certified Professional certificate is desirable

Benefits

• The City's liberal fringe benefits for full-time employment include sick leave, holiday and vacation pay, the Public Employees Retirement System, medical, dental and vision insurance, credit union, deferred compensation, tuition reimbursement, Dependent Care Assistance Plan and priority enrollment consideration at Hill & Dale Family Learning Center, Marine Park Child Development Center, and Santa Monica Early Childhood Lab School.