Technology Specialist, Senior

This is a non-sworn Technology Specialist, Sr. position encompassing the installation, maintenance, development of hardware and software platforms, and operations. Provides remote and desk- side support for end-user computing devices, peripherals, applications, mobile devices, telephones, and audio-visual equipment. This position supports the deployment, relocation, and upgrade of end-user hardware, and provides timely and effective issue resolution and request fulfillment. Work includes providing first level services to departmental users to address specific hardware and software issues and questions through remote connectivity, on site visits, or phone conversations; troubleshooting computers and computer peripherals; managing security/antivirus issues; installing computer hardware and peripherals; installing software; providing assistance on networking issues; building and deploying images for desktops and laptops; setting up new users; working under the direction of other IT staff on special technology projects; and documenting work in ServiceNow.

Employees handle basic concerns independently and troubleshoot concerns, but more complex technical, network, server, or other problems are referred to technical specialists. Work requires continuous self-study to ensure a high level of working knowledge for current and emerging technologies associated with personal computing and mobile devices. A high level of communication skill is required to effectively disseminate information to end users, co-workers, and management. The proper candidate will possess a high degree of initiative, and the ability to work under pressure when deadlines must be met. Work is under general supervision and is evaluated through review of work produced, feedback from users, and observation of use of skills and technical knowledge.

Duties and Responsibilities

• Answers and responds to help desk calls and troubleshoots issues in computers and peripherals; provides hardware replacement, maintenance, or repair as needed; responds through remote connectivity or on-site visit.
• Documents issues and corrective actions taken in ServiceNow, escalates complex problems to the next level.
• Takes responsibility for follow-up services or problem escalation • Coordinates vendor repair services for onsite and offsite work.
• Diagnoses errors or technical problems; determines and implements proper solutions.
• Constantly expand technical knowledge through self-study and/or vendor provided training as deemed necessary by management.
• Familiarization of vendor provided technical guides to facilitate problem resolution.
• Provides end-user training as required.
• Effectively works with customers, service desk and technical services personnel
• Builds positive relationships with customers.
• Builds machine images; installs new software and upgrades on computers and laptops; provides setup and configuration of peripherals such as printers, CD, DVD, monitors, scanners and other peripherals; unpacks machines and delivers to worksites.
• Assists in managing anti-virus issues.
• Assists in mitigating security vulnerabilities, updates, and patches.
• Relocates computer and peripheral equipment throughout offices.
• Maintains compliance with hardware and software licensing and inventory.
• Create, modify and maintain user accounts, security groups, distribution lists and assignment of rights and permissions.
• Provide project updates during planning meetings.
• This position may be assigned to project lead roles and may have to perform new hire training.
• Duties are performed under general supervision of the Information Services Manager.
• Conducts research on technical computer topics as requested by the Information Services Manager
• May work 1st or 2nd shift as required.
• Must respond to after-hours calls and/or serve in on- call rotation for I.T. issues in department.
• Continue to expand technical knowledge through self-study and/or vendor provided training as deemed necessary by management.
• Familiarization of vendor provided technical guides to facilitate problem resolution.
• This position has no direct reports, however, applicants may be assigned to project lead roles and may have to perform new hire training in some capacity.
• Duties are performed under general supervision of the Information Services Manager.
• Perform related work as required.

Typical Qualifications

Education and Experience
Associate's Degree in computer science, information technology or directly related field and three years of related technology support experience.

OR

An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.

Licensing/Certifications

• Valid North Carolina Class C Driver's License with a satisfactory driving record, or the ability to obtain within 60 days of hire.
• NCIC/DCI Training and certification required within 4 months of hire date

Preferred Qualifications
 

• Microsoft, A+, ITIL, VMWARE, DCI certifications.