IT Support Technician II - Service Desk

Salary Range $25.00/hr. - $33.63/hr.
This is a non-exempt (hourly) position. Pay rates are based on education, skill, experience level and internal equity.

POSITION SUMMARY
Provide technical support, analysis and customer focused work.  This position, under general supervision, answers questions and resolves simple to complex technology related issues, responds to customer incidents, requests, and inquiries, performs ticket resolutions and escalate tickets as needed, routinely requires communicating and coordinating with end-users and other ITS teams to resolve issues and troubleshoots via telephone or remote technology.  Will provide front line telephone\email support to internal customers with IT related software and hardware issues. Act as an escalation point for level I technicians, maintain ticket queue, and lead\participate in IT related projects.  IT Support Technician II is the second level of a three-part series.

ESSENTIAL FUNCTIONS
General
• Aid customers concerning the use of computer hardware, software, audio video systems, including printing, installation, enterprise applications, electronic mail, and operating systems.
• Perform First Contact Resolution (FCR).
• Maintain records of daily data communication transactions, problems and remedial actions taken.
• Provide operational support for a variety of customer system platforms including Tablet, Desktop, Laptop, and zero client hardware.
• Provide support for enterprise software such as O365 & Windows Operating systems.
• Analyze and clearly communicate (both written & oral) issues requiring IT Strategic decisions.
• Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database (KMDB) using the ServiceNow l ITSM Solution.
• Collaborate on the development of training materials and procedures or train users in the proper use of hardware or software.
• Serves as a point of escalation for the department.
• Effectively communicate and engage with clients and team members including face-to-face, video, and phone to ensure clear understanding and fostering strong relationships. 
• Perform various related duties as required.
• On-call after hours and weekend support may be required.

Service Desk Responsibilities
• Provide IT support for operating systems, productivity software, hardware, mobile device, and a variety of other software applications used internally
• Analytically troubleshoot and resolve end-user hardware and software issues via telephone/email and/or utilizing remote tools
• Research, resolve, respond to, and document end user inquiries  
• Understand and adhere to Incident Management, Request Management, and Knowledge Management policies
• Acts as an escalation point for all Level 1 Agents
• Manage time wisely and multitask independently and within team environment by identifying opportunities for process improvement, monitoring and maintaining Level II ticket queue, and leading or assisting with IT related projects for the Service Desk.
• Typically handles medium to large initiatives and/or assignments independently.  May serve as the SME on large complex initiatives and/or assignments involving multiple agents and/or specialist.

MINIMUM QUALIFICATIONS
Experience:  Minimum of three years of IT support experience or an equivalent combination of training and experience
Education:  High School Diploma or equivalent
Combination of relevant education and relevant experience accepted:  Yes

Licenses And Certifications
• May require a valid North Carolina or South Carolina Driver's License

PREFERRED QUALIFICATIONS
• Associate Degree – Computer Science, Information Systems, or Business Admin
• HDI Customer Service Representative (HDI-CSR)
• HDI Support Center Analyst (HDI-SCA)
• HDI Desktop Advanced Support Technician (HDI-DAST)
• Knowledge Centered Support Foundation (KCSF)
• IT Information Library Foundations Certification (ITIL) v4
• CompTIA A+
• CompTIA Network
• CompTIA Security+
• Microsoft 365: Modern Desktop Administrator Associate

KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of
• Computer operations procedures, operating systems and platforms as required. (Windows 11)
• Software such as O365, Chrome, OneDrive; other various desktop applications as needed
• Current techniques and capabilities of personal computers, local area networks and wide area networks.
• Hardware such as: Motherboards, CPU’s, Chipsets, Memory, printers, Peripherals, etc.
• Knowledge of Apple iOS and basic device support procedures.
• Audio Video Systems: Logitech Roombars
• Customer Systems such as: Desktops, Laptops, Tablets, Thin & Zero Clients
• Tools and technology within an ITIL and ITSM environment.

Skills
• Performing continual research to enhance technical knowledge
• Performing Critical Thinking (Complex Troubleshooting)
• Maintaining adaptability when performing in new situations
• Maintaining adaptability when performing in Emergency situations & under stress
• Communication & attention to detail
• Customer service

Abilities
• Contributing to Team Success: Actively participates as a member of a team to move the team toward the completion of goals
• Communication: Clearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
• Collaboration: Works effectively and cooperatively with others; establishes and maintains good working relationships
• Customer Focus: Ensures that the customer perspective is a driving force behind business decisions and activities; crafts and implements service practices that meet customers’ and own organization’s needs
• Technical/Professional Knowledge and Skills: Has achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise
• Planning and Organizing: Establishes courses of action for self and others to ensure that work is completed efficiently
• Managing Conflict: Deals effectively with others in an adversarial situation; uses appropriate interpersonal styles and methods to reduce tension or conflict between two or more people

COMPUTER SKILLS
• Proficient in various computer programs, including Microsoft Office
• Typing

PHYSICAL DEMANDS
Physical Demands Frequency
Must be able to remain in a stationary position 50% of the time. Frequently (10 to 24 hrs/week)
The person in this position needs to move about from point X to point Y. Constantly (26 or more hrs/week)
Operates a computer or other office equipment. Constantly (26 or more hrs/week)
Ascends/Descends a ladder to perform duties or operate equipment. Occasionally (up to 10 hrs/week)
The person in this role is required to position themselves to maintain 
equipment such as computers, servers, machinery, etc. Occasionally (up to 10 hrs/week)
The person in this role frequently communicates and must be able to
 exchange and convey information. Constantly (26 or more hrs/week)
Must be able to review information on paper or computer. Constantly (26 or more hrs/week)
Must be able to discern information from long distances. Not Applicable
Must be able to detect or distinguish flavor or smells. Not Applicable

Demand Weight Frequency
Must be able to carry/move equipment 10 lbs or less Constant
Must be able to carry/move equipment 11-20 lbs Frequent
Must be able to carry/move equipment 21-50 lbs Frequent
Must be able to carry/move equipment 51-100 lbs Not Applicable
Must be able to carry/move equipment Over 100 lbs Not Applicable

REASONABLE ACCOMMODATIONS STATEMENT
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. 

DISCLAIMER STATEMENT
This is not intended to be an all-inclusive list of job-related responsibilities, duties, skills, requirements or working conditions. Other duties may be assigned based on business need and the supervisor’s request. Mecklenburg County reserves the right to revise the job description at any time. Designated positions may be required to assist in emergency and/or disaster situations.