IT Support Analyst I

Job Opportunity

Live Connected. Live Well. As one of the fastest growing and most diverse towns in North Carolina, Morrisville offers employees the opportunity to work, live, and thrive in a community devoted to the essential values of dedication, innovation, courtesy, and integrity. Accompanied by market competitive compensation and excellent benefits, Morrisville is located adjacent to the highly sought-after Research Triangle Park (RTP) area of the Raleigh-Durham metro community. We continue to develop a team full of independent thinkers and doers who create positive outcomes through a culture of collaboration. Do you think differently and want to enhance the well-being of people who live, work, and play in your community? If you answered YES, then we invite you to read on!

What is in it for YOU? Just the highlights…

• $34.57/hour starting pay
• Membership to local government pension plans, vacation/sick time accruals, and Civic Federal Credit Union

In just over 20 years, the Town of Morrisville has expanded its population nearly six times to over 32,000 residents. Our proudly diverse community is expected to reach full population growth in the next three to five years at approximately 35,000 residents. As our vibrant community begins an exciting transition to redevelopment recreation, greenways, sustainability, and well-being are all at the forefront of our planning process. With a median household income nearly double the state average, residents stay in Morrisville because of the superb quality of life. A proud recipient of the 2021 All-American City Award, we invite you to join our team!

What You'll Do

Performs intermediate technical work related to the installation, configuration, troubleshooting and repair of personal computers and peripherals. Work in this class requires independent judgment and discretion in the performance of duties. Work also requires considerable problem solving and troubleshooting. Work is performed under the general supervision of the IT Operations Manager.

Some specific examples include (this is not an exhaustive list and is only for illustration purposes):

• Provides tier 1/2 level technical support of daily helpdesk tickets, resolving issues as they arise within SLAs set by management.
• Prioritizes and appropriately escalates issues to assure timely problem resolution.
• Reviews user requirements and needs for software and services; performs related research and analysis and provides information/guidance to users.
• Assists with the installation, configuration and troubleshooting of any specialty hardware/software as it relates to the supported computing environment.
• Performs new equipment evaluation and oversees the annual computer replacement project.
• Manages desktop/laptop patch management solution.
• Performs general administrative functions such as password resets and group membership changes.
• Assists team members with design, build and deployment of new hardware/technologies;
• Conducts user training and develops user education campaigns.
• Creates IT departmental documentation as well as creates and maintains end-user documentation.
• Provides support for the Town's managed print services.
• Administers endpoint protection for clients.
• Demonstrates people skills and customer service skills.

Of course there are always the other duties as assigned category!

The Must Haves (Minimum Qualifications)

• Bachelor's Degree required; preferably in computer science or a related technical field
• Must have some experience in help desk-related activities to be considered

This role is subjected to funding through a partnership with Central Pines Regional Council. The selected applicant will be employed by the Town of Morrisville, but funding disruption and/or discontinuance may result in a reduction in force specific to this role.

The talent acquisition goal of the Town of Morrisville is to secure and retain the most suitable applicant for each vacant position. The Town of Morrisville recruits, hires, employs, trains, promotes, and compensates individuals based on job-related qualifications and abilities. Our Town has longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, natural hair or hairstyles, ethnicity, creed, color, religious belief or non-belief, sex, pregnancy, sexual orientation, gender identity or expression, marital or familial status, national origin or ancestry, National Guard or veteran status, political affiliation, age, disability, genetic information, or other protected characteristics protected by law.

The Town of Morrisville also provides reasonable accommodation to qualified individuals with disabilities or as a result of other needs protected by law. If you need to inquire about an accommodation or need assistance with completing the application process, please email View email address on click.appcast.io