IT Support Technician

Catawba County Technology Department is recruiting for an IT Support Technician who has vast IT knowledge, is highly self-motivated, with a keen attention to detail, eager to learn, and possesses the ability to work productively and innovatively in a collaborative team environment. This position is part of our IT Support Desk team and is responsible for helping resolve user IT issues for Catawba County. This position takes support service calls by phone, email, in person and through the IT ticketing system. This position resolves IT related issues for the end user or assigns it to the appropriate tech. 

This position is responsible for using Active Directory to set up, maintain, and removing user accounts.  This position also helps maintain Exchange Accounts which includes setting up email accounts and removing email accounts. The IT related equipment ordering for the entire county comes through IT Department.  This position requests the quotes from vendors, places the orders and receives the equipment. This position will serve as the first point of contact for IT department. First call resolution of issues is expected when possible.

RESPONSIBILITIES:

• Answer IT support services phones at the first point of contact
• Provide support for any of the following types of devices and related issues, but not limited to PCs, laptops, printers, scanners, phones (desk and mobile), software, network, wireless, active directory user setup and account maintenance, and email/outlook 
• Create support service tickets and assign them to appropriate staff as needed
• Create documentation when needed
• Respond to support service tickets via email, phone, remote, or in-person
• Ordering of equipment as needed/requested 
• Provide other IT support as needed and delegated 
• Miscellaneous administrative support duties as needed and assigned 

CORE KNOWLEDGE AND SKILLS:

• Familiar with Windows 7 through 11
• Familiar with Microsoft Office applications
• Trouble shoot printer issues
• Troubleshoot PC related issues
• Troubleshoot VPN issues
• Good customer service skills
• Good problem solving skills
• Familiar with Active Directory
• Ability to learn new technology

QUALIFICATIONS:

• Bachelor’s or Associates degree in Information Technology or a directly related field; OR 
• High School diploma and two years of related work experience 

ADDITIONAL REQUIREMENTS:

• Valid Driver’s License with a safe driving record
• Strong Customer service orientation
• Strong hardware troubleshooting experience and proven analytical and problem-solving abilities
• Working technical knowledge of current network hardware, protocols, and internet standards
• Strong interpersonal, written, and oral communications skills
• Highly self-motivated and directed, with keen attention to detail
• Able to effectively prioritize tasks in a high-pressure environment
• This position is considered light to moderate work, ability to lift, carry, push, pull up to 50 pounds on a regular basis to install or move equipment