General Statement of Duties

Performs responsible technical work providing help desk, desktop, network, systems, and application support for County departments and facilities. An employee in this class is responsible for troubleshooting, maintaining, and supporting computer hardware, software, mobile devices, network infrastructure, and related technology systems. Work includes responding to user support requests, diagnosing technical issues, installing and configuring equipment and software, maintaining system security, and assisting with technology projects. The employee provides both remote and on-site technical support and serves as a primary point of contact for end users requiring technology assistance.

Work is performed independently under the general supervision of the Information Technology Director.

Distinguishing Feature of the Class

An employee in this class provides front-line technical support and troubleshooting for a wide variety of technology systems utilized throughout County operations. The position requires strong technical knowledge, excellent customer service skills, and the ability to communicate effectively with employees possessing varying levels of technical expertise. The employee exercises independent judgment in diagnosing and resolving technical issues and must effectively prioritize multiple requests while maintaining a high level of customer service. Work may require after-hours support, participation in an on-call rotation, and travel between County facilities.

Duties and Responsibilities

· Provides technical assistance and support to County employees for hardware, software, network, and telecommunications issues.

· Responds to help desk requests and troubleshoots technical problems both remotely and on-site.

· Installs, configures, upgrades, and maintains desktop and laptop computers, printers, mobile devices, and related peripherals.

· Assists with the administration and support of Windows desktop and server operating systems.

· Supports and maintains Active Directory user accounts, permissions, and group policies.

· Installs, configures, and supports County software applications.

· Assists with antivirus administration, malware remediation, and endpoint security measures.

· Performs system backup and recovery functions and assists with disaster recovery efforts.

· Troubleshoots hardware, operating system, and application-related issues.

· Supports mobile devices and related technologies.

· Assists with the installation, maintenance, and troubleshooting of network infrastructure, including switches, routers, wireless access points, cabling, and firewalls.

· Supports remote-access and site-to-site VPN connectivity.

· Maintains accurate documentation of support requests, solutions, inventory, and system configurations.

· Researches and evaluates technology solutions and recommends improvements when appropriate.

· Assists with technology projects, system upgrades, and deployments.

· Provides training and guidance to users regarding software, hardware, and technology best practices.

· Performs related work as assigned.

Knowledge, Skills and Abilities

· Considerable knowledge of computer hardware, software, operating systems, and information technology support practices.

· Considerable knowledge of Microsoft Windows desktop and server environments.

· Working knowledge of Active Directory administration.

· Working knowledge of networking concepts, TCP/IP protocols, switches, routers, wireless networking, and firewalls.

· Knowledge of cybersecurity principles, antivirus management, and malware remediation.

· Ability to troubleshoot and resolve technical issues involving hardware, software, networking, and mobile devices.

· Ability to research technical issues and identify effective solutions.

· Ability to prioritize multiple assignments and manage time effectively.

· Ability to communicate technical information clearly and effectively to non-technical users.

· Ability to establish and maintain effective working relationships with employees, vendors, and the public.

· Ability to work independently with minimal supervision.

· Ability to provide excellent customer service while maintaining a professional and positive attitude.

Education and Experience

Graduation from high school or GED equivalent and considerable experience in information technology support, systems administration, networking, or a related field; or an equivalent combination of education and experience.

Preferred qualifications include an Associate Degree in Information Technology, Computer Science, Network Administration, Cybersecurity, or a closely related field and a minimum of five (5) years of progressively responsible information technology experience.

Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft, Cisco, or similar industry-recognized certifications are desirable.

Special Requirements

· Possession of a valid North Carolina driver's license.

· Must have reliable transportation for travel between County facilities.

· Must be available to work overtime, respond to after-hours emergencies, and participate in on-call support as required.

· Ability to work remotely when operationally necessary.

· May be required to lift and move computer equipment and related technology devices.

Physical Requirements

Must be able to perform the physical demands associated with information technology support work, including standing, walking, bending, reaching, lifting computer equipment, and working in confined spaces while installing or repairing technology infrastructure.