What You'll Be Doing

Would you like to join a team of forward-thinking professionals who are committed to putting people first, providing reliable and high-quality interactions and services and always being dependable? At the Wake County Information Technology Department, we provide information technology services to the organization and strive to provide customer services that are easy, enjoyable and exceed expectations.

As a Helpdesk Support Technician, you will Identify, document and provide first line resolution for the County's end user computer hardware and /or software issues. Provide a single point of contact for Wake County end users for reporting/ resolution of various software/application and IS provided services issues. Resolve technical issues where possible using phone, email and/or remote desktop support tools. Create Ivanti Service Desk tickets to track work and where resolution is not possible, assign tickets to the appropriate IS Workgroup Team while also documenting all steps attempted to resolve the issue prior to new assignment. Support all Wake County software/hardware standards and create and maintain accurate and current documentation for Helpdesk functions and processes.

Essential Functions:

• Serve as Tier 1 and/or Tier 2 response in resolving IT issues for Wake County end users
• Resolve technical issues where possible using phone, email and/or remote desktop support tools
• Create Service Desk tickets to track work and where resolution is not possible, assign tickets to the appropriate IT Workgroup Team
• Provide hardware and software support for various Wake County Departments/Agencies and their Business Partners as appropriate to meet their business requirements
• Create and maintain accurate and current documentation for Helpdesk functions and processes
• Use highly developed analytical skills to assess the cause of issues and resolve them
• Use planning skills and time management skills to effectively triage issues and work them in the appropriate fashion
• Physical labor will be necessary occasionally to work incoming shipments and outgoing surplus
• Remain flexible, work well with others and participate in IS projects as required
• Perform forensic recovery, inventory control, project management and assist in evaluating vendors and applications

NOTE: Remote position except as needed for any meetings and/or trainings which require on-site consultations.

For positions with a remote work option, all Wake County Government remote workers must reside in one of the following states or districts: North Carolina, Florida, Georgia, South Carolina, Tennessee, Texas or Virginia.

About Our Team

Wake County Information Technology is in the heart of Raleigh’s booming downtown, a part of the Research Triangle area. If you’re a tech-guru, this is the place to be. Our team of smart, dedicated people is respected within our organization and recognized as leaders in the use of technology by the prestigious Center for Digital Government, regularly ranking in the top ten among counties with a population for 1 million or more. Our team members are our most valued asset and treated as such with competitive salaries and top-notch benefits. We believe a good work/life balance helps people make better decisions, be more creative and enjoy coming to work. If you thrive in a highly collaborative, fast-paced, supportive environment, then you owe it to yourself to check us out.

The Basics (Required Education and Experience)

• 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

• Please include ALL prior work experience on your application and resume.

Beyond the Basics (Preferred Education and Experience)

• Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative and/or innovative solutions
• Must translate difficult problems into practical solutions, analyze problems and utilize a methodical approach in the resolution
• Must be flexible in evaluating and determining solutions to complex problems

How Will We Know You're 'The One'?

• Excellent oral communication skills and phone skills
• Friendly demeanor and people skills, enjoyment of working with customers
• Ability to establish and maintain effective working relationships with co-workers and customers
• Ability to maintain patience when working with customers on technical issues and/or repetitive problems
• Excellent analytical, problem-solving and multi-tasking skills
• Ability to be flexible and adaptable
• Ability to identify patterns across multiple issues
• Ability to adhere to privacy and security policies
• Ability to prioritize issues and requests, assign degrees of urgency and respond appropriately
• Ability to decipher technical problems and resolve large complex computer network users on a daily basis

About This Position

Location: Waverly F. Akins Wake County Office Building Raleigh, NC 27602

Employment Type: Regular

Work Schedule: Mon - Fri, 8:00am - 5:00pm

Hiring Range: 20.88 - 28.19, commensurate with experience

Market Range: 22.51 - 38.26

Please include ALL prior work experience on your application and resume.

Posting Closing Date: 7:00 pm on 10/8/2024

What Makes Wake Great

Home to the State Capital, Wake County is one of the fastest growing areas in the nation and the most populous county in the state, with more than 1.1 million residents. The County has received national and international rankings and accolades from publications such as Money, Fortune, and Time magazines as being one of the best places to live, work and play. The central location of the County allows for a short drive to the spectacular mountains or coast. Wake County Government is governed by a seven-member Board of Commissioners, who are elected at-large to serve two-year terms. Wake County Government has a general operating budget of $1.874 billion, employs over 4400 employees, experiences minimal turnover, and is an award-winning leader in wellness and technology initiatives; such as offering employees and covered spouses free access to the Employee Health Center. Wake County Government offers a wide range of training and development opportunities, a stable career in public service with a balance of work and family life, flexible work schedules and a competitive salary and benefits package.

Equal Opportunity Statement

Wake County provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

Background Check Statement

Position may require a background check that may include: criminal, credit, motor vehicle, education, and sexual offender registry or others based on job requirements. Unless required by state law, a record of conviction will not automatically exclude you from consideration for employment. Wake County Government is an Equal Opportunity Employer.

Emergency Service Worker Statement

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.

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• Wake County Government

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