NC Help Desk Support Technician; Field​/Onsite

Position: NC Help Desk Support Technician (Field/Onsite) (67575)
The ITS Desktop Support Technician reports to the ITS Manager and is responsible for computer operations, helpdesk services, installation and support for new and existing computer systems and application software and field support. In addition, the position is responsible for regional support and participation in various ITS team meetings based on strategic plan and/or organizational efforts. This position requires working in the office for four days each week, with one day designated for remote work.

There is a possibility of reducing in-office days depending on program needs and at the discretion of the ITS Manager.

Please note:

This position requires travel up to 50% within the NC region.

Company Vehicle will be used for site visits for technical support. You must have a valid drivers license.

RESPONSIBILITIES

User Support and Ticketing System

* Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, printers, cell and desk phones.

* Respond to all queries over the phone and via email.

* Monitor ticket queue, ensure response time and ensure First contact triage/info gathering

* When needed conduct new hire on boarding of new staff.

* Follow up with customers to ensure the issue has been resolved in satisfaction.

* Assist as necessary in retrieving and presenting necessary reports and documents.

System Set-Up and Monitoring

* Set up and manage user accounts and permissions to consent access to a network.

* Upholding and testing security, blocking unapproved access through Microsoft 365 Admin Security Center.

* Setting up the Organization's computer system to meet specific business goals of VOACC staff and new hires in the respective areas.

* Monitoring day-to-day computer performance.

* Update and maintain the computer inventory and equipment via Zendesk & Paycom.

Systems Management

* Maintain and resolve issues on LAN/WAN, VoIP telephone, biometric, and audio-visual systems connections.

* Ensure desktop computers interconnection seamlessly with diverse system keeping in mind for compatibility factors.

* Coordinate with vendors to resolve technical problems with desktop computing equipment and software.

* Endorse and apply upgrades to systems to ensure durability.

* Resolve hardware and network connectivity issues.

* Validate & approve VPN access for all remote users through Active Directory accounts.

* Assist in technical upgrading and maintaining of entire desktop systems. PC updates and software installation are complete 100%

* Support in testing and deployment of new applications and systems.

* Train and guide staff hardware and software usage.

EFFECT ON END RESULT

* Resolves and closes tickets within 48 hours of ticket handling.

* Customer service and response time is rated at exceeding expectations.

* Ensures all users are trained and prepare to do self-trouble shooting when possible.

* Provide creative and innovative ways to address concerns from users.