Desktop Support Technician

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Desktop Support Technician

Market Range:

IT11

Approved Date:

2/4/2021 6:06:21 PM

FLSA:

Non-Exempt

EEO Code:

TECHNICIANS

Career Level:

C3

Career Level Description:

Core Services Level 3

Job Code:

100229

Job Family:

Information Technology

Sub Family:

End User Support

Primary Purpose

Provide second tier hardware and software support for various Wake County departments and business partners in alignment with business requirements. Hardware includes desktop and laptop computers, tablets, printers, scanners, business unit specific devices and other computer peripherals. Software includes Microsoft Windows operating system, Office 365 tools, various web browsers, security software, endpoint management software and other supported enterprise and business unit tools. Manage computer inventory and refresh technology in alignment with computer replacement cycles. Consult with customers to provide appropriate technical solutions to meet their needs.

•

Complete hardware and software support and troubleshooting tasks in alignment with service level agreements. Communicate incident and request status with customers through personal contact and incident management tools.

1

30%

•

Install, relocate and maintain workstations, network printers and other hardware for employees and their approved business partners as assigned. Install and configure County standard software.

2

25%

•

Manage computer inventory and replace equipment in alignment with refresh cycles.  Document computer equipment needs to manager on a quarterly basis.

3

20%

•

Contribute to the completion of projects including upgrades, software installations and migrations. Proactively communicate project schedules and logistics with the customer, participate in meetings and provide technical input.

4

15%

•

Enhance personal proficiency and knowledge of County information systems and technology.  Stay current with IT industry trends and explore ways to effectively apply new technologies to the work of Wake County Government.  Provide input on hardware and software standards.

5

10%

Position(s) may perform other duties in addition to the above as assigned by management.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

C3

Career Level Description:

Core Services Level 3

•

Works to deliver day-to-day objectives that directly impact the achievement of results for the Work Group.

•

Work consists of tasks that are typically not routine.

•

Works independently under limited supervision, applying discretion when required.

•

Responsible for recommending adjustments to processes or systems that improve the effectiveness of the Work Group.

•

May be required to apply discretion within broad operational boundaries and procedures.

•

Communicates within and outside Work Group to obtain information or explain practices and policies.

•

Responsible for providing, guidance, coaching, and training to lower-level support employees.

•

Requires broad knowledge of operational systems and practices typically gained through extensive experience, technical training, and/or advanced education.

Qualifications

•

Associate's degree in Computer Science, Information Systems, Computer Engineering or related field

•

Two years of experience in information systems support

•

Equivalent education and experience are accepted

•

4 Years

Experience in information systems support

•

High level problem-solving and analytical skills

•

Strong written and verbal communication skills

•

Ability to work effectively within a team and share knowledge

•

Ability to deliver exceptional customer support with patience, courtesy and professionalism

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Analytical Thinking

Practices investigative techniques to determine the best approach.

Communication Skills

Able to communicate well in straight-forward situations.

Functional Knowledge

Knowledgable about his/her specific job.

Customer Service

Balances interests of a variety of clients, and readily readjusts priorities to respond effectively to pressing and changing demands for information, advice and assistance.  Anticipates and meets the needs of clients; achieves quality end products; and commits to continuous improvement of services.

Attention to Detail

Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

Time Management

Manages own time, priorities, and resources to achieve goals. Establishes a systematic course of action for self or others to ensure accomplishment of a specific objective. Sets priorities, goals, and timetables to achieve maximum productivity.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand and apply routine verbal and/or written instructions

Organization

Organize actions to complete sequential and/or routine tasks

Decision Making

Make decisions that have an impact on the individual's work

Communication

Communicate and exchange routine/basic information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X