IT Support Technician - NC

Essential Functions:

• The role manages (e.g., adding sub-roles, setting up Power BI roles, adding/updating security roles, and adding/updating the users' assigned supervisor).
• The role creates and maintains the list of community services (Directory of Services), addresses and telephone numbers for the District Attorney offices, school names and addresses, and Zones.
• Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database (KMDB) using Service Now.

Knowledge of:

• Overall computer operations procedures, operating systems and platforms required (Windows 10)
• Software such as: MSOffice,O365; I.E., Chrome, MS Outlook, Service Desk Technology, Adobe Writer; OneDrive; Skype for Business; VM; etc.
• Current techniques and capabilities of personal computers, local area networks and wide area networks
• Hardware such as: Motherboards, CPU's, Chipsets, Memory, printers, Peripherals, etc.
• Customer Systems such as: Desktops, Laptops, Tablets, Thin & Zero Clients
• Tools and technology within an ITIL and ITSM environment.

Skills

• Performing continual research to enhance technical knowledge
• Performing Critical Thinking (Complex Troubleshooting)
• Maintaining adaptability when performing in new situations
• Maintaining adaptability when performing in Emergency situations & under stress
• Communication & attention to detail
• Customer service

Abilities

• Contributing to Team Success: Actively participates as a member of a team to move the team toward the completion of goals
• Communication: Clearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
• Collaboration: Works effectively and cooperatively with others; establishes and maintains good working relationships
• Customer Focus: Ensures that the customer perspective is a driving force behind business decisions and activities; crafts and implements service practices that meet customers' and own organization's needs
• Technical/Professional Knowledge and Skills: Has achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise
• Planning and Organizing: Establishes courses of action for self and others to ensure that work is completed efficiently
• Managing Conflict: Deals effectively with others in an adversarial situation; uses appropriate interpersonal styles and methods to reduce tension or conflict between two or more people
• Proficient in various computer programs, including Microsoft Office

Experience:
Minimum of three years of IT support experience or an equivalent combination of training and experience

Education:
High School Diploma or equivalent

Licenses and Certifications:

• Requires a valid North Carolina or South Carolina Driver's License
• Requires County Driving Privileges