Job ID: NC-682441 (9369050602)
Onsite Desktop Support Engineer with Windows, ITIL, imaging/deployment, field/deskside support experience
Location: Raleigh, NC
Duration: 12 months
Interview: Either Webcam Interview or In Person
Skills :
Windows 10 EnterpriseRequired2Years
ITIL FrameworkRequired2Years
Desktop/Laptop DeploymentRequired2Years
Experience provide field support in person with the end user.Required2Years
IT Deskside SupportRequired2Years
Customer Service SkillsRequired3Years.
City of Raleigh has an urgent requirement for two Field Techs. Candidates must have worked on-site providing in the field support face to face with end users. Candidates must have a car and valid license to travel to sites in Wake County.
These positions are onsite for the duration of the engagement.
***Candidates must have a valid drivers license and be able to drive their own car to sites around Wake County. The candidate will be allowed to expense for gas.
***Please only submit candidate that have previous experience working in face to face customer support and on-site field tech roles. The manager will not consider candidates with only remote help desk experience.
The City of Raleigh is seeking an Enterprise IT Operations Specialist providing desk-side support for end-user computing devices, peripherals, applications, mobile devices, telephones, and audio-visual equipment throughout the city. This position supports the deployment, relocation, and upgrade of end-user hardware, and provides timely and effective issue resolution and request fulfillment. Due to the needs of the organization, this position will only be onsite, field support to work on equipment refresh projects.
The IT Department plays a major role in the City’s recognition for innovation. The department has recently won the following awards:
·2019 Drexel LeBow Analytics 50 Award for analytics innovation
·2019 IDC Smart Cities North America Award for Urban Planning and Land Use
Raleigh is recognized frequently in the national media for a variety of measures of the health of our community. Some of those accolades include:
·Third Best City to Work In (Fortune, 2019)
·Third Best State Capital in Which to Live (WalletHub, 2019)
·Second Place in Livability.com’s 2019 Top 100 Best Places to Live
The City employs more than 4,100 staff across 20 departments to support its nearly 490,000 residents and is consistently ranked as one of the top locations in the nation to live, work and play.
Specific Responsibilities:
•Responds to and resolves incidents and requests for assistance with end-user systems while providing a superior customer support experience
•Performs hardware installations, repairs, maintenance, software installations and upgrades
•Recommends process changes that improve the implementation, maintenance, and support of end-user equipment and software
•Maintains documentation for each incident or request, and escalates complex problems to the next level of support
•Takes responsibility for follow-up services or problem escalation
•Coordinates vendor repair services for onsite and offsite work
•Diagnoses errors or technical problems, and determines and implements proper solutions
•Provides end-user training as required
•Effectively works with customers, service desk and technical services personnel
•Builds positive relationships with customers
Desired Skills:
•Demonstrates a customer orientation
•Manages and prioritizes workload
•Proficient in Microsoft Windows and Office applications
•Technical support experience with Apple products a plus
•Creative problem-solving ability
•ITIL Framework
•IT Service Management (ServiceNow experience a plus)
•End-user computing technologies
•Active Directory management
•Strong organizational skills and very detail oriented
•Innovative and results orientated
•Effectively communicates orally and verbally
•Works well and collaborates with others
•Ability to diagnose issues with complex systems and quickly provide guidance
•Vendor management
Education and Experience:
•Associate’s Degree in information technology or directly related field and two years of related technology support experience.
•An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.
•Desired Certifications: Microsoft, A+, ITIL