Salary : $53,332.68 AnnuallyLocation : Rockingham County, NCJob Type: Full Time RegularJob Number: 01642Department: Information ServicesDivision: Information TechnologyOpening Date: 12/17/2024Closing Date: ContinuousSummary Rockingham County is an equal opportunity employer and will comply with federal and state statutes regarding discrimination in employment.
- Paid Medical, Dental, Vision & Life Insurance
- Onsite wellness/medical clinic
- Onsite fitness center
- Retirement
- Flexible Spending
- Paid Vacation, Sick & Holidays
- Bereavement
- Community Service Leave
- Weekends Off (varies by position)
- Flexible Work Schedules & Telework Options (varies by position)
- Tuition Reimbursement
- 401-K & 457 Plans
Performs technical support work to County computer systems for the Information Technology Services department. An incumbent in this class provides service desk support by means of phone, remote software, and onsite assistance when necessary. Distinguishing Features of the Class Work involves trouble ticket resolution providing frontline support using County help desk software. Relies on experience and judgment as well as pre-established procedure and instructions to identify, research, and resolve technical problems presented through tier I support desk tickets. Documents, tracks, and monitors the problem to ensure a timely resolution. Typically reports to a lead ITS Systems Administrator and/or the ITS Chief Information Officer. This classification is considered non-exempt for purposes of compliance with the Fair Labor Standards Act. Examples of DutiesProvides first-level contact and problem resolution for all users with hardware, software and applications technical difficulties.
- Troubleshoot and resolve as many user-reported technical problems as expertise permits using any and all available tools while following ITS established procedures and policies for the handling of support cases.
- Provides detailed, accurate, and timely logging of problems and resolution.
- Acts as a liaison between customers and internal support staff to assure accurate problem interpretation.
- Maintains communications with customers during the problem resolution process including verification of issue resolution and documentation.
- Performs other duties or special projects as assigned.
Knowledge, Skills, and Abilities
- Excellent written and verbal skills including interpersonal telephone communications.
- Skills in advanced customer service with a specific emphasis on help desk training and end users support.
- Skilled in troubleshooting systems problems using industry standard techniques and analytical approaches.
- Skill in setup, operation, and support of Microsoft Office suite (e.g. Word, Excel, PowerPoint, Access, Publisher) - specifically versions 2010 & 2016.
- Thorough knowledge with Microsoft Windows 7 & 10 including the operation of these services within an Active Directory/Domain environment.
- Proficient skill in the use of Active Directory (e.g. understanding groups, permissions, group policy, OU's and the creating/deleting of user's)
- Skill with installing, configuring and troubleshooting VPN software clients - specifically Cisco VPN Client Software.
- Skill with setup and support of smartphones - specifically Android and Apple iPhone devices including hardening and security.
- Comprehensive knowledge of PC hardware and other related peripherals (specifically printers, faxes, scanners)
- Ability to deliver work with sensitivity to accuracy, timeliness, and professionalism in all areas of support activity.
- Knowledge of supporting thin computing environments and virtualization (specifically Wyse Zero Clients/Terminals, VMWare and Citrix).
- Knowledge industry security standards, practices, and the use of related tools (specific Antivirus and Antimalware such as Trend Micro).
- Knowledge of working in an enterprise network with demonstrated understanding of concepts and components (Specifically TCP/IP, OSSI, DHCP, DNS, Basic network troubleshooting tools)
- Knowledge of VoIP communications (Specifically Cisco VoIP phone sets and operation).
Physical Requirements Must be physically able to operate a variety of machinery, equipment and tools including computers, calculators, drafting tools, levels, transits, tape measures, etc. Must be able to exert up to 20 pounds of force occasionally, and/or up to 5 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Physical demand requirements are in excess of those for Sedentary Work. Light Work usually requires walking or standing to a significant degree, Minimum QualificationsAssociate's Degree in computer sciences or a related field and some experience working in an enterprise help desk or desktop support role. Experience must include at least one year directly supporting Microsoft Windows/Active Directory Domain Environment. An equivalent combination of training and experience which provides the required skills, knowledge and abilities will be considered. CompTIA Network +, MCP, and/or MCDST or other related industry recognized certification may be used to demonstrate possession of certain knowledge, skills, and abilities.Valid Driver's License.Supplemental InformationThis position is subject to working in high security areas governed by the US Department of Justice's Criminal Justice Information Services (CJIS) Security Policy and therefore requires successfully passing a more stringent criminal background check.Note: In accordance with State mandates and the Rockingham County Emergency Operations Plan, Rockingham County Health and Human Services staff from the Divisions of Social Services, Public Health and Integrated Health are required to staff emergency shelters during times of disaster. Please be advised that every staff person is eligible to be assigned to an emergency shelter or Emergency Operations Center.The Public Service Loan Forgiveness Program is intended to encourage individuals to enter and continue to work full-time in public service jobs. If you have student loans and you are selected for full-time employment with Rockingham County, you may qualify for forgiveness of the remaining balance due on your William D. Ford Federal Direct Loan after you have made 120 qualifying payments on those loans while employed full-time by certain public service employers. Click on the link below to see whether you might qualify.Medical, Dental, and Vision InsuranceFor Full Time employees in a regular position, insurance is available and effective the first day of the following month after having worked for an entire month. The County currently pays 100% of the cost for regular employees working at least 30 hours per week. Dependent coverage is also available.Paid Time OffThis benefit is available to regular employees working at least 20 hours per week. Time off includes:Vacation/Annual LeaveSick LeavePaid Holidays.Local Government Retirement SystemAll employees in regular full or part time position are required to contribute to the retirement system. Contributions are taken on a pre-tax basis. The current contribution amount is 6%. Supplemental Retirement PlansNC 401(k)- Employees have the option of making contributions on a pre or post tax basis to a 401(k) and on a pre tax basis to a a 457(b) plan.Other InsuranceInsurance such as life, short term disability, and cancer care are available to regular employees and can be paid through payroll deduction.Direct DepositAll employees are required to have direct deposit.Other BenefitsCredit Union: Employees of the County are eligible to open accounts at the Local Government Federal Credit Union.Annual longevity payment beginning with the 6th full year of full or part time regular employment