IT Support Technician

Pamlico County Job Description IT Support Technician

Department: Information Technology

Reports To: IT Director

Location: Pamlico County

The IT Support Technician provides first- and second-line technical support for end-user devices, software, and connectivity across county departments. This role is responsible for troubleshooting hardware and software issues, maintaining workstations and peripherals, supporting phone and network systems, and ensuring staff have reliable access to the tools they need to serve the public. This position requires strong customer service skills, attention to detail, and the ability to work independently on routine issues while escalating complex problems appropriately.

• Respond to and resolve help desk tickets related to desktops, laptops, printers, mobile devices, and peripherals
• Install, configure, and maintain workstation hardware, software, and operating systems
• Set up new user accounts, email, and system access; process account changes and terminations
• Support and troubleshoot networked printers/copiers (e.g., driver issues, print tracking/account codes, connectivity)
• Assist with phone system support (VoIP, extensions, voicemail setup)
• Perform routine maintenance, patching, and updates on endpoint devices
• Image and deploy new computers and re-image existing ones as needed
• Maintain accurate inventory of IT equipment and licenses
• Document recurring issues and resolutions in the ticketing system for knowledge-base purposes
• Assist with basic network troubleshooting (Wi-Fi, wired connections, VPN access)
• Support video conferencing and meeting room technology
• Escalate complex issues to senior IT staff or the IT Director as needed
• Maintain confidentiality of sensitive data in accordance with county policy and applicable regulations (e.g., HIPAA, CJIS, or state data security standards, as relevant)
• Provide occasional after-hours or on-call support for critical outages
• Other duties as assigned

• High school diploma or equivalent required;
  Associate's degree in Information Technology, Computer Science, or related field preferred
• 1-2 years of experience in a help desk, desktop support, or technical support role (or equivalent combination of education and experience)
• Working knowledge of Windows operating systems, Microsoft 365, and common business applications
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Experience with ticketing systems and asset management tools a plus
• Relevant certifications (CompTIA A+, Network+, or similar) preferred but not required

• Strong customer service orientation and communication skills, including with non-technical staff
• Ability to diagnose and resolve technical problems methodically
• Ability to prioritize and manage multiple support requests simultaneously
• Ability to lift and move computer equipment (up to 30-40 lbs)
• Valid driver's license required; some travel between county facilities is expected

• Standard office environment with occasional travel between county facilities
• May require occasional evening/weekend work for system maintenance or emergencies

Incomplete applications may be rejected. Although accompanying cover letters/resumes are welcome, these attachments do not replace the need to complete a full application.