IT Technician I

An employee in this position responds to the users in systems supported by Information Technology and assists in trouble shooting hardware and software problems for Harnett County. Work includes: providing first level services to users to address specific issues and questions;  connecting desktop systems and peripherals; making new configurations and changes; moving systems, removing old hardware, and transferring user data; discussing hardware issues with Dell Dispatch and ordering and installing replacement parts; building preconfigured images for desktops and laptops; setting up new users; providing advice on word processing, spreadsheet, and database applications; and working under the direction of other IT staff on special technology projects. 

ESSENTIAL FUNCTIONS OF THE POSITION:

• Installs new software and upgrades on computers and laptops; configures computers and printers, scanners, and other peripherals.
• Builds preconfigured images for desktops and laptops for County-wide deployment.
• Monitors and determines when system problems occur.
• Troubleshoots problems and replaces hardware and software; works with Dell Online Dispatch to troubleshoot hardware issues; and orders parts for replacement on County computers that are currently under warranty.
• Serves as a point of contact for customers seeking technical assistance over the phone or email.
• Answers technical questions about the personal computer and peripheral operations; refers technical problems to other specialists.
• Assists users at the County as well as town users.

• Must be able to drive and operate a vehicle to travel as needed.

• Advises specific users on what is allowed to be on County computer systems. 
• Provides support for AWID phone system.
• Documents work orders, travel time, and what was done on specific equipment. 
• Orients employees in use of word processing, spreadsheet, database, and e-mail programs.
• Works on special projects with other IT staff. 
• Sets up audio and visual equipment. 
• Travels to worksites or works remotely to determine the nature of problems
• May be on-call for response to server maintenance issues or large computer installations. 

• Performs other related duties as assigned.

MINIMUM REQUIREMENTS TO PERFORM WORK: 

• Associate’s degree in computer science or a related field;
• Two (2) years of related work experience including computer operations;
• Or equivalent education and/or experience.

• Possession of a valid North Carolina driver's license.
• Possession of A Certification is desired.
• Possession of Dell Desktop Troubleshooting certification (or ability to obtain it within required time limits of hire).

KNOWLEDGE, SKILLS, and ABILITIES: 

• Knowledge of computer operations, hardware, software, and various applications on the present system.
• Knowledge of the resources to call to help diagnose and resolve computer related issues.
• Skill in communicating, both verbally and in writing.
• Ability to monitor and determine when system problems are occurring.
• Ability to determine, diagnose, and solve the problems on the system.
• Ability to develop and maintain an effective working relationship with users, vendors, departmental managers, employees, and the general public.
• Ability to work under challenging situations.
• Ability to meet deadlines.

PHYSICAL DEMANDS:

Must be able to perform medium work frequently exerting up to 30 pounds of force to lift, carry, push, pull, or otherwise move objects; and occasionally requiring to exert up to 50 pounds of force to move objects.  This work also involves the physical abilities of balancing, climbing, crawling, crouching, feeling, grasping, handling, perceiving sounds at normal speaking levels, discriminating among sounds, kneeling, lifting, having manual dexterity, using mental acuity, pulling, pushing, reaching, performing repetitive motion, speaking, standing, stooping, expressing ideas by the spoken word, shouting to be heard above ambient noise, and walking.  An incumbent must also possess the visual acuity to prepare and analyze figures, operate a computer, perform mechanical tasks in the computer environment, do extensive reading, do visual inspections of computer parts and automated data, and work with color and depth perception.

WORK ENVIRONMENT:

The employee works typically indoors but does travel to worksites or works remotely to determine the nature of problems.  Work requires being on-call as scheduled in order to respond to server maintenance or large computer installation issues.

Salary : $49,177