TECHNOLOGY SUPPORT ANALYST - 40010310

Date: Dec 6, 2022

Location: Durham, NC, US

Company: Durham County

Durham County Government employs approximately 1,900 employees that work towards providing needed services throughout the community. With a wide array of services, Durham County Government is at the heart of a rapidly growing and diverse area offering residents, employees and visitors exciting opportunities to live, work, grow and play. For more information about Durham County Government, visit www.dconc.gov.

 

DEPARTMENT:       

 

Information Services & Technology

DATE POSTED:         

   

November 7, 2022

CLOSING DATE:           

 

Open Until Filled 

SALARY MIN:  

 

$56,245.00

SALARY MAX:  

 

$101,242.00

POSITION NUMBER:        

    

40000215

JOB TYPE:

Full-Time

 

 

GENERAL DESCRIPTION

 

The purpose of this job is to provide technical support to assigned county department’s staff related to computer systems, hardware, or software.  Respond to support requests, run diagnostic programs, and determine/implement solutions to those issues.  Assist staff with instructions in use of phones, handheld devices, and various other systems. 

 

This position works under general supervision, independently developing work methods and sequences.   

 

DUTIES AND RESPONSIBILITIES

 

The functions listed below are those that represent the majority of the time spent working in this position. Management may assign additional functions related to the type of work of the position as necessary. 

 

  • Plans and manages objectives for technical details, documentation, research, testing, communication, and execution of various projects. 

  • Provides technical assistance and support for incoming requests and issues related to computer systems, software, and hardware. 

  • Writes training material and provide basic training for employees. 

  • Maintains daily performance of computer systems. 

  • Responds to service requests and email messages from employees seeking help. 

  • Follows up with employees to ensure issue has been resolved. 

  • Gains feedback from customers about computer usage. 

  • Runs reports to determine malfunctions that continue to occur. 

  • Walks customer through problem-solving process. 

  • Installs, modifies, and repairs computer hardware and software. 

  • Monitors daily system back-up to assure that all data can be restored if necessary. 

  • Maintains data files and monitor system configuration to ensure data integrity. 

  • Resolves technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), Integrated Library Systems (ILS), Phones, and other systems. 

  • Maintains system and software inventory. 

  • Assists in maintaining user identification, passwords and other requested tasks. 

  • Performs related work as assigned.Page Break 

 

KNOWLEDGE, SKILLS AND ABILITIES


• Thorough knowledge of computer, networking, and telecommunications technologies.
• Must possess problem-solving and basic technical support skills.
• Ability to evaluate, recommend and install PCs, servers, operating systems, network software, application software, workstations, and     communications hardware.
• Ability to multitask and function in a fast-paced environment.
• Ability to work independently or as a team member to identify requirements, find and evaluate alternatives, present solutions, make recommendations and follow projects through to completion.
• Ability to take initiative and use creative and innovative thinking to find solutions to business problems.
• Ability to establish and maintain effective working relationships.
• Ability to communicate effectively orally and in writing.

 

 

MINIMUM EDUCATION AND EXPERIENCE

 

Requires an Associate’s Degree in Management Information Systems, Telecommunications, Computer Science or closely related field supplemented by two (2) year of experience providing technical assistance, systems maintenance; or an equivalent combination of education, training and experience that provides the required knowledge, skills and abilities. 

 

Knowledgeable of ITIL terminology and practices preferred. 


PHYSICAL DEMANDS:
 

Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.


UNAVOIDABLE HAZARDS (WORK ENVIRONEMENT):
 

Involves routine and frequent exposure to:

  • Bright/dim light; Dusts and pollen.
  • Extreme heat and/or cold; Wet or humid conditions.
  • Extreme noise levels, Animals/wildlife.
  • Vibration; Fumes and/or noxious odors.
  • Traffic; Moving machinery.
  • Electrical shock; Heights.

 

SPECIAL CERTIFICATIONS AND LICENSES:

 

None

 

 

AMERICANS WITH DISABILITIES ACT COMPLIANCE:
 

Durham County is an Equal Opportunity Employer. ADA requires Durham County to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.

 

Durham County Government is an Equal Opportunity Employer


Nearest Major Market: Durham
Nearest Secondary Market: Raleigh