Log In
Sign Up
Software & Technology
North Carolina General Assembly Hiring for IT Client Services Specialist II Job at Wake Forest, NC Full Time
br{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]>
The Information Systems Division (ISD) is a service-based, nonpartisan division of the Legislative Services Office of the North Carolina General Assembly (NCGA). ISD is responsible for providing the legislators and legislative staff of the NCGA with the technology infrastructure, applications, and product services required to support the business and legislative needs of the General Assembly.
ISD is seeking an organized and detail-oriented professional to provide technical support to internal clients as an IT Client Service Specialist II. This position provides first- and second-level technical support by assessing the automation needs of clients, recommending potential solutions, training clients, and assisting in problem resolution. Employee performs client services activities, including individual consultations over the telephone and in-person, covering a variety of topics in computer technology; providing software and hardware support for various computer hardware; and hardware and software product management, installation, distribution, maintenance, and problem resolution. Work may include assisting with smartphone issues, changing toner, investigating performance issues (printers, infrastructure), and assembling hardware. In addition to working independently in managing computing resources and interacting with users, this position also assists with technical support while remaining under the direct supervision of the Client Technologies Manager.
Examples of Duties:
- Provides advanced technical assistance to legislators and staff.
- Assesses client support needs, determines and executes a strategy to meet those needs through various techniques, such as training, self-instruction, or consultation.
- Administers desktop, laptop, and tablet computing platforms in a Windows environment.
- Participates in the distribution of IT assets, such as PCs, laptops, printers, peripherals, etc.
- Performs computer and hardware aid; troubleshoots and repairs or replaces hardware or software, installs applications, and assists with various appliance issues.
- Analyzes client work processes and assists clients in choosing automation tools. Recommends appropriate techniques for using the tools and resolves technical problems that arise.
- Works in a team environment to accomplish structured projects such as software upgrades, hardware deployments, and problem resolution.
- Writes, edits, integrates, and delivers completed user and operations manuals concerning hardware, software, and service capabilities.
- Provides emergency assistance to legislators and staff during off-business hours.
- Performs other duties as assigned.
Knowledge, Skills and Abilities / Competencies
- Knowledge of the capabilities and limitations of the software, computers, networks, audio visual, and peripheral equipment in use at the NC General Assembly.
- Demonstrated experience supporting Microsoft Office, Windows, and computer hardware in an enterprise computing environment.
- Background in creating and supporting Windows desktop operating systems images.
- Experience performing automated software deployments, including creating, testing, and deploying software packages with enterprise IT client management solutions.
- Familiarity with video conferencing software, document management platforms, SaaS, and cloud storage solutions.
- Familiarity with the automation processes and typical problems that occur in administrative and office environments.
- Ability to present information clearly and concisely, both verbally and in writing.
- Willingness and ability to work extended schedules and to provide on-call support.
- Ability to maintain composure and work cooperatively under pressure with legislators, legislative staff, colleagues, and the public on a daily basis.
Minimum Education and Experience Requirements
Required Education and Experience:
- Bachelor’s degree with nine semester hours in computer programming, information systems management; or,
- Similar/Relevant curriculum and two years of progressive experience in the administration of computer systems similar to those used at the NC General Assembly; or,
- An equivalent combination of education and experience.