Client Services Technician I

Job Title

Gaston County Information Technology (IT) Support

Job Description

Joining the team at Gaston County Government means being part of a community that is dedicated to improving the lives of its citizens. We are a dynamic organization that values innovation, collaboration, and commitment to service. As an employee of Gaston County, you will have the opportunity to make a difference in your community every day. Whether you are working in public safety, social services, or administration, your contributions will help improve the lives of our residents and build a better future for our county.

Examples of Duties

The anticipated hiring range for this position is $22.45 - 26.66 The duties listed below are not all of the duties that may be assigned but are those that are considered as essential for an employee to perform.

Service Desk

• Provide Tier 1 service desk support by responding to and resolving user support tickets, escalating issues when needed.
• Provide frontline phone support for all equipment and software issues. This includes: Desktop, Laptop, printers, phones, scanners.
• Provide priority phone support to Department Management.
• Provide afterhours support and participate in the on-call rotation as required.

Application Support

• Assist IT with new applications support and deployment.
• Assist with testing and vetting upgrades and enhancements to existing systems.

Equipment Inventory

• Participates in disposal of obsolete equipment.
• Works with IT staff that create purchase requisitions.

New User Setup

• Instructs new user on accessing base applications, email, printers, folder locations, phone and voicemail.
• Instructs user how to report IT issue or contact IT for support.

Required Reporting and Documentation

• Utilize IT's Service Desk System to track and manage tickets assigned to them.
• Create tickets for tasks that do not come through the IT Service Desk System.
• Track time in the IT departments time tracking system.

Training and Skills Improvement

• Attend end user training for department specific applications.
• Attends IT specific training classes/seminars online and in the classroom.
• Utilizes knowledge gained to maintain and improve job performance.
• Utilizes online research for problem solving and/or process improvements.
• Creates support documentation for use in the service desk knowledge base.
• Provides feedback and recommendations for improvements to processes and procedures.

Minimum Qualifications

• Associate degree
• 1 Year in End User Support Position
• Must have knowledge of PC set up and SCCM Imaging Process. Must be able to lift up to 75lbs as well as bend and kneel.

Additional Information

The applicant selected must undergo a criminal background check and pass a drug screening test prior to employment.

At Gaston County, we are committed to providing equal opportunity to all employees, job applicants, and members of the community we serve. We value diversity, equity, and inclusion, and we strive to create a welcoming and inclusive environment where everyone is treated with respect and dignity.

We do not discriminate on the basis of race, color, religion, national origin, sex (including pregnancy, childbirth, or related medical conditions), gender identity, sexual orientation, age, disability, genetic information, veteran status, or any other status protected by applicable laws.

Gaston County will not sponsor applicants for work visas.

Benefits

Full-Time employees are eligible for the total compensation package which includes:

• Health, Dental and Vision Insurance
• Life Insurance
• Flexible Spending Accounts
• Retirement Savings Plans
  • Pension
  • 401K (with 5% county contribution annually)
• Flexible Work Schedules
• Professional Development Opportunities
• Discounted YMCA Membership

Part-Time employees are eligible for certain benefits as a part of employment with Gaston County such as:

• Pro-Rated Sick and Annual Leave
• Professional Development Opportunities
• Local Government Retirement Plan
• Employee Assistance Program

Half-Time employees are not eligible for benefits.