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Technical Support Analyst

2 months ago

Wilmington, North Carolina, United States State of North Carolina Full time
Salary: $43.50 Hourly

Location: Buncombe County, NC

Job Type: Temporary Full-Time

Department: Administrative Office of the Courts

Division: Technology Services Division

Job Class Title: IT Support Specialist

Description of Work

***This position is being reposted. Previous applicants do not need to re-apply.***

This position is temporary, full-time and is expected to end on January 31, 2025.

The North Carolina Administrative Office of the Courts (NCAOC) is seeking a skilled and driven individual to fill the role of an IT Support Specialist within the Applied Technology Services (ATS) team. This role is pivotal in delivering technical assistance for operational information technology to judicial staff in Buncombe County. The IT Support Specialist will be responsible for the configuration and support of various IT components, including switches, servers, desktop computers, laptops, and local/network printers, along with other technological devices utilized throughout the Judicial Branch.

ATS is committed to providing 24/7 customer-oriented services, functioning as both Desktop OS Tier 3 support and field staff for other sections such as networking, servers, and additional systems in their designated regional areas.

Key Responsibilities:
  • Deliver customer support in alignment with Service Level Agreements established by the NCAOC's IT department.
  • Assist in personal computer systems by installing, configuring, and maintaining hardware and software for judicial personnel.
  • Comprehend computer systems to guarantee seamless integration of all components.
  • Stay updated on rapidly evolving hardware and software technologies.
  • Support local area networks by installing, maintaining, and troubleshooting LAN hardware and software, including file servers, routers, switches, and other telecommunications equipment.
  • Engage with Judicial Branch staff and local government representatives.
  • Listen to clients to identify issues, then implement necessary corrections or collaborate with vendors for resolution.
  • Facilitate the relocation of judicial facilities, including courthouses and other office locations.
  • Provide training for judicial staff as needed.
  • Evaluate and recommend hardware and software configurations as required.
  • Participate in significant technology deployment initiatives, which may encompass statewide software updates, server upgrades, and eCourts projects.
Work is typically conducted in an office setting, with occasional lifting of heavy items required. Applicants should be capable of lifting up to 75 pounds. During the configuration of personal computers, there may be exposure to hazardous electrical components, necessitating extreme caution.

Applicants must reside within the support area or be willing to relocate to be considered.

This position reports to the regional IT Support Supervisor. Standard work hours are from 8:00 AM to 5:00 PM, Monday through Friday, with some evening, weekend, and holiday hours required for projects and priority service desk calls.

Essential Knowledge, Skills, and Abilities:

Knowledge of: the design and implementation of Ethernet topology networks; Windows 11/10; Office 2016/365; SCCM; BitLocker; Cisco AMP; Cisco ISE; Windows Defender; Absolute; Windows Server 2022/2012/16; PowerShell; and various software packages.

Skills in: installing personal computers and peripherals; effective communication with customers to identify concerns; rigorous problem-solving; and providing exceptional customer service.

Ability to: analyze needs, select strategies, and resolve technical issues; manage time effectively; prioritize tasks based on customer requirements; and communicate complex technical information to non-technical users.

Minimum Education and Experience Requirements:

Bachelor's degree in Computer Science, Computer Information Systems, Computer Engineering, Math, Engineering, or related technical fields from an accredited institution, along with one (1) year of progressive experience in information technology; or an equivalent combination of education and experience.

Preferred candidates will have at least four (4) years of experience in a relevant information technology field. Professional certifications (e.g., MCP, MCSE, CompTIA A+, Network+, CCNA) are recommended but not mandatory for this level.

Supplemental and Contact Information:

The Technology Services Division of the NC Administrative Office of the Courts is an award-winning team.

Employment Benefits:
Generous Insurance Options
Retirement Package (purchase option for other government plans)
Flexible Benefits Package
401(k)
Vacation & Sick Leave
Longevity Program
Service Awards

All NC Judicial Branch agencies are Equal Opportunity Employers. The North Carolina Judicial Branch participates in E-Verify, an internet-based system that confirms employment eligibility.