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Technical Support Analyst
2 months ago
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 fulfill the role of an IT Support Specialist. This role is pivotal in delivering assistance for operational information technology systems utilized by judicial personnel in Buncombe County. The IT Support Specialist is 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 within the Judicial Branch.
The Applied Technology Services (ATS) team offers round-the-clock customer-centric services, providing Desktop OS Tier 3 support and field assistance for networking, servers, and other systems in 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 staff.
- Ensure seamless integration of all computer system 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.
- Collaborate with Judicial Branch staff and local government officials.
- Identify customer issues through active listening, providing necessary corrections or facilitating vendor assistance.
- Oversee 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 on an as-needed basis.
- Engage in large-scale technology deployment projects, which may encompass statewide software updates, server upgrades, and eCourts initiatives.
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 potential evening, weekend, and holiday hours required for projects and priority service desk calls.
Essential Knowledge, Skills, and Abilities:
Knowledge of: Ethernet topology networks design and implementation; 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 including TN3270, SharePoint Designer, and Adobe Professional.
Skills in: Installing personal computers and peripherals; effective communication with customers to identify concerns; rigorous problem-solving; root cause analysis; and delivering exceptional customer service.
Ability to: Analyze needs, select strategies, and resolve technical issues; manage time effectively to meet schedules; prioritize tasks based on customer requirements; communicate complex technical information to non-technical users; work independently; troubleshoot hardware and software issues; and manage critical incidents effectively.
Minimum Education and Experience Requirements:
A 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.
Management prefers candidates with at least four (4) years of relevant experience in information technology.
Professional certification (e.g., MCP, MCSE, CompTIA A+, Network+, CCNA, etc.) is recommended but not mandatory for this level.
Supplemental and Contact Information:
The Technology Services Division of the NC Administrative Office of the Courts is recognized for its excellence.
Employment Benefits:
Comprehensive 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.
