Client Services Technician I

Gaston County Information Technology (IT) supports application development, a County-wide network infrastructure, internet service, server management, centralized data storage, backups, desktop solutions, IP/digital/analog phones, cell phones, a centralized service desk, wireless networking, IT Security, and much more. 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 I nstructs 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. 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. The applicant selected must undergo a criminal background check and pass a drug screening test prior to employment. #J-18808-Ljbffr Gaston County Government