What are the responsibilities and job description for the Desktop Support Specialist position at City of Fayetteville, North Carolina?
Description
Click here to meet some of the City’s “CAN DO” employees.
INCOMPLETE APPLICATIONS WILL NOT BE PROCESSED.
A RESUME WILL NOT BE CONSIDERED IN DETERMINING YOUR QUALIFICATIONS FOR THIS POSITION.
The City of Fayetteville is currently recruiting for a Desktop Support Specialist to provide first and second tier response for all computer software and hardware support to all City users; to assist with the installation, operation, maintenance and repair of the City's personal computer resources; to assist computer users at the Information Technology Department service desk; to install personal computers, printers, mobile devices and other peripheral devices associated software and hardware necessary for operations throughout the organization.
Essential Duties & Responsibilities
For a complete job description, click here.
Experience
Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
One year of increasingly responsible experience in information technology operations and support.
Training
Equivalent to completion of the twelfth grade supplemented by course work in MIS, Computer Science, Information Systems, Computer Engineering, or other related field.
LICENSING & CERTIFICATIONS
Required
Possession of an appropriate valid driver’s license and ability to maintain insurability.
Preferred
A , One or more Microsoft (or other industry standard) certifications related to job duties.
Please Note: Candidates selected for a position within the Information Technology Department will be required to successfully complete a Police Department and fingerprint based background check.
An Equal Opportunity Employer
Health And Dental Insurance
The City of Fayetteville Employee Healthcare Benefit Plan provides comprehensive and affordable health and dental coverage while maintaining reasonable costs to employees. Coverage is available for all regular status employees scheduled to work 30 hours or more per week. Employees may also choose to cover eligible dependents. The premium is deducted on a pre-tax basis, with the City paying a portion of the premium. Qualifying employees are eligible for benefits on the 1st day of the month following 30 days of service.
Employer Paid Leave
Vacation Leave
Regular employees begin accruing vacation leave the first day of employment. Accruals are based on years of service
and the number of hours an employee is scheduled to work.
Sick Leave
Regular employees begin accruing sick leave the first day of employment. Accruals are based on the number of hours
scheduled to work; regular full-time employees accrue eight (8) hours per month. Sick leave hours accumulate without
limits and may be used toward creditable service upon retirement from the NC Local Governmental Retirement System.
Holidays
The City of Fayetteville observes 12 paid holidays per calendar year. When Christmas day is on a Wednesday, an
additional holiday is provided making for 13 paid holidays.
Bereavement
Regular employees are eligible for bereavement leave. The City will authorize 24 hours per calendar year to mourn or
attend a funeral or memorial service of a family member.
Retirement
The City of Fayetteville assists employees in securing their financial future during retirement by participating in the NC
Local Governmental Employees’ Retirement System, administered by the State of North Carolina. Regular employees
scheduled to work 20 hours or more per week become members in the retirement system upon employment. As a member
of this system, employees are required to contribute 6% of their gross salary on a tax-deferred basis.
Deferred Compensation Plans
To further assist employees in saving for retirement, the City offers two supplemental retirement savings programs. These
programs enable regular full-time, and part-time employees working at least 20 hours per week, an opportunity to save a
portion of their salary on a tax-deferred basis to supplement their retirement benefits. These programs are the NC 401(k)
plan and NC 457 plan; both administered by Empower. The City currently contributes 3% of base salary to an eligible
employee’s NC 401(k) account with a proposal, but must be approved by Council, to increase to 4% for Plan Year 25/26.
Cafeteria Plan / Supplemental Benefits
Realizing that each employee may have different insurance needs, the City offers its employees the opportunity to supplement City-provided benefits by selecting from the benefits listed below. These benefits are offered at employee's expense through payroll deduction:
The first year an employee contributes to the retirement system, the City provides a death benefit of $3,000 once the
employee is benefits eligible. After one year as a contributing member of the Retirement System, a death benefit is provided
by the NC Retirement System that is equal to the highest 12 months’ salary in a row during the 24 months before death, no
less than $25,000 and no more than $50,000. There is no cost to the employee for this benefit.
Pay Periods / Deduction For Benefits / Direct Deposit
City employees are paid bi-weekly (every other Friday). Benefit deductions are taken for 24 pay periods of the year. As an added convenience and safety measure, the City requires all new employees to sign up for direct deposit.
Employee Assistance Program
The EAP is available at no cost to all employees and their household members. The EAP provides confidential guidance
on legal, financial and personal issues affecting your health, relationships and job.
01
Responses to the supplemental questions must reflect the information provided under the "Work Experience" section of the application. Your responses will be used to determine whether or not you possess the minimum qualifications required for this position at the time of application.
Are you a current City of Fayetteville employee?
Have you held an out-of-state driver's license (other than NC) in the past 3 years?
Do you currently possess a valid driver's license?
Do you have an acceptable driving record in accordance with the City of Fayetteville driving standard policy? Click here to view the City of Fayetteville's driving standard's list of an unacceptable driving record criteria.
This position requires meeting and maintaining vehicle insurability with the City of Fayetteville. Are you willing to accept this condition of employment?
How many years of experience do you have in information technology operations and support?
Briefly describe your experience in information technology operations and support. (If this question does not apply, please type N/A in the space provided below.)
09
Have you completed specialized training in MIS, Computer Science, Information Systems, Computer Engineering, or other related field?
Briefly describe your specialized training in MIS, Computer Science, Information Systems, Computer Engineering, or other related field. (If this question does not apply, please type N/A in the space provided below.)
11
How many years of experience do you have working in computer programming, analysis or design, including experience in the installation and configuration of personal computers?
Briefly describe your experience working in computer programming, analysis or design, including experience in the installation and configuration of personal computers. (If this question does not apply, please type N/A in the space provided below.)
13
Do you have experience utilizing a Help Desk Support tracking software?
Briefly describe your experience utilizing a Help Desk Support tracking software to include the type of software used. (If this question does not apply, please type N/A in the space provided below.)
15
Do you have experience providing telephone support to users for hardware and software problems?
Briefly describe your experience providing telephone support to users for hardware and software problems. (If this question does not apply, please type N/A in the space provided below.)
17
Briefly explain how to configure a network printer. (If this question does not apply, please type N/A in the space provided below.)
18
What remote desktop application have you used to support/troubleshoot desktop issues? (If this question does not apply, please type N/A in the space provided below.)
19
How would you configure a MFD (Multi-functional Device) to a network? (If this question does not apply to you, please type N/A in the space provided below.)
20
Briefly describe steps to image a desktop or a laptop? (If this question does not apply, please type N/A in the space provided below.)
21
What is your experience level in diagnosing problems and repairing computers?
What is your experience level in training users in proper hardware/software use?
What is your experience level using MS Networks?
What is your experience level in TCPIP?
What is your experience level in VOIP?
From the list below, please indicate any certifications you currently possess:
Please list the Microsoft certification(s) you currently possess. (If this question does not apply, please type N/A in the space provided below.)
28
Please list any other industry standard certification(s) you currently possess. (If this question does not apply, please type N/A in the space provided below.)
29
INCOMPLETE APPLICATIONS WILL NOT BE PROCESSED! You may attach a resume; however, the application MUST include a 10-year history. Please answer all questions on the application in their entirety and your application MUST include the following:
Click here to meet some of the City’s “CAN DO” employees.
INCOMPLETE APPLICATIONS WILL NOT BE PROCESSED.
A RESUME WILL NOT BE CONSIDERED IN DETERMINING YOUR QUALIFICATIONS FOR THIS POSITION.
The City of Fayetteville is currently recruiting for a Desktop Support Specialist to provide first and second tier response for all computer software and hardware support to all City users; to assist with the installation, operation, maintenance and repair of the City's personal computer resources; to assist computer users at the Information Technology Department service desk; to install personal computers, printers, mobile devices and other peripheral devices associated software and hardware necessary for operations throughout the organization.
Essential Duties & Responsibilities
- Provide first and second tier response on all incidents reported to IT Department, including troubleshooting and interacting with 3rd party vendors as needed to provide resolution; coordinate service calls with vendors and/or original equipment manufacturers (OEMs) for replacement parts.
- Image and install personal computer equipment, mobile devices and load appropriate hardware and software for users throughout the City's departments and divisions; assist computer and mobile device users with problems; check, maintain and perform repairs of personal computer equipment, mobile devices and software.
- Install, maintain, modify, configure, and repair new applications, PC peripheral devices, and VOIP telephone system.
- Ensure that all computer system backups are performed for the GIS, network and administrative computer systems; troubleshoot and identify problems with backups; operate and maintain all equipment associated with backups, including computer console, on-line and off-line peripheral equipment; create and maintain files to catalog all magnetic media.
- Coordinate, maintain and monitor daily operations of midrange administrative computer system and network.
- Act as a resource for computer and mobile device users throughout the organization; assist in training personnel on software applications; identify and assist personnel with equipment and software problems; identify equipment and software deficiencies and offer recommendations for improving computer resources.
- Test and evaluate personal computer software; make recommendations to supervisory and management staff about upgrades and applications of equipment and software; make minor modifications to software.
- Run internal/external diagnostic programs to determine status of memory, mainboard, hard drives, and other peripherals; wipe hard drives using magnetic degausser device as needed.
- Set up user accounts and create/update computer images for all assigned computers throughout the City.
- Assist in a variety of special projects; assist other department personnel with modifications and other work on systems.
For a complete job description, click here.
Experience
Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
One year of increasingly responsible experience in information technology operations and support.
Training
Equivalent to completion of the twelfth grade supplemented by course work in MIS, Computer Science, Information Systems, Computer Engineering, or other related field.
LICENSING & CERTIFICATIONS
Required
Possession of an appropriate valid driver’s license and ability to maintain insurability.
Preferred
A , One or more Microsoft (or other industry standard) certifications related to job duties.
Please Note: Candidates selected for a position within the Information Technology Department will be required to successfully complete a Police Department and fingerprint based background check.
- SBI/Fingerprinting Criminal History Record Check Requirement: To comply with Sessions Law 2025-16, applicants offered a position with the City may be subject to a criminal history record check of State and National Repositories of Criminal Histories conducted by the State Bureau of Investigation (SBI) in accordance with G.S. 143B-1209.26. The City may consider the results of these criminal history record checks in its hiring decisions.
An Equal Opportunity Employer
Health And Dental Insurance
The City of Fayetteville Employee Healthcare Benefit Plan provides comprehensive and affordable health and dental coverage while maintaining reasonable costs to employees. Coverage is available for all regular status employees scheduled to work 30 hours or more per week. Employees may also choose to cover eligible dependents. The premium is deducted on a pre-tax basis, with the City paying a portion of the premium. Qualifying employees are eligible for benefits on the 1st day of the month following 30 days of service.
Employer Paid Leave
Vacation Leave
Regular employees begin accruing vacation leave the first day of employment. Accruals are based on years of service
and the number of hours an employee is scheduled to work.
Sick Leave
Regular employees begin accruing sick leave the first day of employment. Accruals are based on the number of hours
scheduled to work; regular full-time employees accrue eight (8) hours per month. Sick leave hours accumulate without
limits and may be used toward creditable service upon retirement from the NC Local Governmental Retirement System.
Holidays
The City of Fayetteville observes 12 paid holidays per calendar year. When Christmas day is on a Wednesday, an
additional holiday is provided making for 13 paid holidays.
Bereavement
Regular employees are eligible for bereavement leave. The City will authorize 24 hours per calendar year to mourn or
attend a funeral or memorial service of a family member.
Retirement
The City of Fayetteville assists employees in securing their financial future during retirement by participating in the NC
Local Governmental Employees’ Retirement System, administered by the State of North Carolina. Regular employees
scheduled to work 20 hours or more per week become members in the retirement system upon employment. As a member
of this system, employees are required to contribute 6% of their gross salary on a tax-deferred basis.
Deferred Compensation Plans
To further assist employees in saving for retirement, the City offers two supplemental retirement savings programs. These
programs enable regular full-time, and part-time employees working at least 20 hours per week, an opportunity to save a
portion of their salary on a tax-deferred basis to supplement their retirement benefits. These programs are the NC 401(k)
plan and NC 457 plan; both administered by Empower. The City currently contributes 3% of base salary to an eligible
employee’s NC 401(k) account with a proposal, but must be approved by Council, to increase to 4% for Plan Year 25/26.
Cafeteria Plan / Supplemental Benefits
Realizing that each employee may have different insurance needs, the City offers its employees the opportunity to supplement City-provided benefits by selecting from the benefits listed below. These benefits are offered at employee's expense through payroll deduction:
- > Flexible Spending Accounts (FSAs) – Healthcare and Dependent Care Reimbursement Accounts (pre-tax)
- > Short-Term and Long-Term Disability Insurance
- > Optional Life & Accidental Death & Dismemberment
The first year an employee contributes to the retirement system, the City provides a death benefit of $3,000 once the
employee is benefits eligible. After one year as a contributing member of the Retirement System, a death benefit is provided
by the NC Retirement System that is equal to the highest 12 months’ salary in a row during the 24 months before death, no
less than $25,000 and no more than $50,000. There is no cost to the employee for this benefit.
Pay Periods / Deduction For Benefits / Direct Deposit
City employees are paid bi-weekly (every other Friday). Benefit deductions are taken for 24 pay periods of the year. As an added convenience and safety measure, the City requires all new employees to sign up for direct deposit.
Employee Assistance Program
The EAP is available at no cost to all employees and their household members. The EAP provides confidential guidance
on legal, financial and personal issues affecting your health, relationships and job.
01
Responses to the supplemental questions must reflect the information provided under the "Work Experience" section of the application. Your responses will be used to determine whether or not you possess the minimum qualifications required for this position at the time of application.
- I have read and complied with the above statement.
Are you a current City of Fayetteville employee?
- Yes
- No
Have you held an out-of-state driver's license (other than NC) in the past 3 years?
- Yes
- No
Do you currently possess a valid driver's license?
- Yes
- No
Do you have an acceptable driving record in accordance with the City of Fayetteville driving standard policy? Click here to view the City of Fayetteville's driving standard's list of an unacceptable driving record criteria.
- Yes
- No
This position requires meeting and maintaining vehicle insurability with the City of Fayetteville. Are you willing to accept this condition of employment?
- Yes
- No
How many years of experience do you have in information technology operations and support?
- 3 years
- 1 - 2 years
- Less than one year
- None
Briefly describe your experience in information technology operations and support. (If this question does not apply, please type N/A in the space provided below.)
09
Have you completed specialized training in MIS, Computer Science, Information Systems, Computer Engineering, or other related field?
- Yes
- No
Briefly describe your specialized training in MIS, Computer Science, Information Systems, Computer Engineering, or other related field. (If this question does not apply, please type N/A in the space provided below.)
11
How many years of experience do you have working in computer programming, analysis or design, including experience in the installation and configuration of personal computers?
- 3 years
- 1 - 2 years
- Less than one year
- None
Briefly describe your experience working in computer programming, analysis or design, including experience in the installation and configuration of personal computers. (If this question does not apply, please type N/A in the space provided below.)
13
Do you have experience utilizing a Help Desk Support tracking software?
- Yes
- No
Briefly describe your experience utilizing a Help Desk Support tracking software to include the type of software used. (If this question does not apply, please type N/A in the space provided below.)
15
Do you have experience providing telephone support to users for hardware and software problems?
- Yes
- No
Briefly describe your experience providing telephone support to users for hardware and software problems. (If this question does not apply, please type N/A in the space provided below.)
17
Briefly explain how to configure a network printer. (If this question does not apply, please type N/A in the space provided below.)
18
What remote desktop application have you used to support/troubleshoot desktop issues? (If this question does not apply, please type N/A in the space provided below.)
19
How would you configure a MFD (Multi-functional Device) to a network? (If this question does not apply to you, please type N/A in the space provided below.)
20
Briefly describe steps to image a desktop or a laptop? (If this question does not apply, please type N/A in the space provided below.)
21
What is your experience level in diagnosing problems and repairing computers?
- Expert
- Intermediate
- Beginner
- No experience
What is your experience level in training users in proper hardware/software use?
- Expert
- Intermediate
- Beginner
- No experience
What is your experience level using MS Networks?
- Expert
- Intermediate
- Beginner
- No experience
What is your experience level in TCPIP?
- Expert
- Intermediate
- Beginner
- No experience
What is your experience level in VOIP?
- Expert
- Intermediate
- Beginner
- No Experience
From the list below, please indicate any certifications you currently possess:
- A certification
- Microsoft certification(s)
- Other industry standard certification(s)
- None of the above
Please list the Microsoft certification(s) you currently possess. (If this question does not apply, please type N/A in the space provided below.)
28
Please list any other industry standard certification(s) you currently possess. (If this question does not apply, please type N/A in the space provided below.)
29
INCOMPLETE APPLICATIONS WILL NOT BE PROCESSED! You may attach a resume; however, the application MUST include a 10-year history. Please answer all questions on the application in their entirety and your application MUST include the following:
- Drivers License Number
- Employer information including salary, address, phone number, supervisor name, and reason for leaving for each employer
- Complete Education History (including High School)
- A complete 10-year history to include gaps you have had between employment and/or school attendance. Example: Office Assistant 1/2011 – present The Company 123 Hay Street Fayetteville, NC 28301 (910) 555-5555 Unemployed 6/2004 – 12/2010 Unemployed Student 12/2000 - 6/2004 My High School Fayetteville, NC 28301 Applications without a 10-year history and all the required information will be considered incomplete and will not be processed. Please take a moment to review your application for completeness.
- I have read and understand the above statement
- Required Question
Salary : $25,000 - $50,000