Desktop Support Technician, Senior

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

Job Information

Title:

Desktop Support Technician, Senior

Market Range:

IT12

Approved Date:

1/29/2025 4:48:34 PM

FLSA:

Non-Exempt

EEO Code:

TECHNICIANS

Career Level:

C4

Career Level Description:

Core Services Level 4

Job Code:

100230

Job Family:

IT - Information Technology

Sub Family:

ENDSP - End User Support

Primary Purpose

Serves as a senior member of the Desktop Support team with a special focus on mentoring and complex issue resolution.  Expected to have strong technical expertise, advanced troubleshooting skills and to understand the relationships between systems.  May be asked to represent the Desktop Support team on projects and with onboarding new technology, as well as to provide backup support to IT Support Engineers and Computer Systems Administrators.  Expected to be an escalation point for challenging problems that others on the team may need assistance with.  Provides 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. Manages computer inventory and refreshes technology in alignment with computer replacement cycles. Consults with customers to provide appropriate technical solutions to meet their needs.

•

Provides second line support for Desktop Support Tickets.  Expected to have strong technical expertise, advanced troubleshooting skills and may be relied on to address escalated complex problems.  Completes hardware and software support and troubleshooting tasks in alignment with service level agreements.  Communicates incident and request status with customers through personal contact and incident management tools.

1

30%

•

Install and configure County standard software.  Provide guidance in resolving any software conflicts or configuration issues, with consideration of the relationship between systems.  Install, relocate and maintain workstations, network printers and other hardware for employees and their approved business partners as assigned.

2

25%

•

Manage computer inventory and replace equipment in alignment with refresh cycles.  Document computer equipment needs to manager on a quarterly basis.  Ensure that equipment is secure throughout the life cycle until properly disposed.

3

20%

•

Represent IT Support in 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.  Occasionally back up IT Support Engineers and Computer Systems Administrators in their duties to grow skillset.

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:

C4

Career Level Description:

Core Services Level 4

•

Works to complete tasks and achieve operational targets that impact the performance of the Work Group.

•

May require leading, delegating, and reviewing the work of other employees.

•

Responsible for making adjustments or recommending enhancements to systems or processes to solve problems or improve effectiveness of the Work Group.

•

Expected to independently propose solutions to problems for supervisor or manager review.

•

Communicates within and outside Work Group to obtain or provide information for matters of moderate importance.  Explains practices and policies to reach agreement.

•

May act as a team lead and assistant to the supervisor/manager. May delegate tasks to other team members and be responsible for the review of work product.

•

Does not have formal management responsibilities (e.g., performance management, disciplining, etc.), but may provide input to leadership in Work Group.

•

Requires advanced knowledge within a specific discipline typically gained through extensive work experience, technical training, and/or advanced education.

Qualifications

•

Associates degree in Computer Science, Information Systems, Computer Engineering or a related field.

•

One year of experience in information systems support.

•

Three years of experience in information systems support may be substituted for the combined education and experience requirements.

•

Equivalent education and experience are accepted

•

4 Years

Experience providing information systems support in a Desktop Tech role.

•

Ability to solve complex problems involving multiple systems

•

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

•

Working project management and change management skills

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

Analysis

Examines data to grasp issues, draw conclusions, and solve problems.

Communication

Creates an atmosphere in which timely and high-quality information flows smoothly up and down, inside and outside of the organization; encourages open expression of ideas and opinions.

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.

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.

Innovation

Applies original thinking in approach to job responsibilities and to improve processes, methods, systems, or services.

Initiative

Does more than is required or expected in the job; does things that no one has requested that will improve or enhance products and services, avoid problems, or develop entrepreneurial opportunities. Plans ahead for upcoming problems or opportunities and takes appropriate action.

Problem Solving

Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on one's knowledge and experience base, and calling on other references and resources as necessary.

Technical Expertise

Applies and improves extensive or in-depth specialized knowledge, skills, and judgment to accomplish a result or to accomplish one's job effectively.

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 non-routine verbal and/or written instructions

Organization

Organize and prioritize individual work schedule to manage multiple tasks and/or projects

Decision Making

Make decisions that have significant impact on a department's credibility, operations and/or services

Communication

Communicate and explain a variety of 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