Salary: $47,440.00 – $76,700.00 Annually
Location : Raleigh, NC
Job Type: Full-Time
Job Number: 2023-00768
Department: IT Enterprise Operations and Infrastructure
Opening Date: 10/05/2023
Closing Date: 10/12/2023 11:59 PM Eastern
Work Hours: Monday – Friday 8:00am – 5:00pm
Hiring Range: $47,440.00 – $59,000.00
Job Description
This position is being re-advertised. Candidates who have previously submitted an application and were referred to the hiring manager are still being considered and do not need to reapply.
The City of Raleigh is seeking an Enterprise IT Operations Specialist providing remote and desk-side support for end-user computing devices, peripherals, applications, mobile devices, telephones, and audio-visual equipment throughout the City. This position supports the deployment, relocation, and upgrade of end-user hardware, and provides timely and effective issue resolution and request fulfillment.
The IT Department plays a major role in the City’s recognition for innovation. The department has recently won the following awards:
- 2019 Drexel LeBow Analytics 50 Award for analytics innovation
- 2019 IDC Smart Cities North America Award for Urban Planning and Land Use
Raleigh is recognized frequently in the national media for a variety of measures of the health of our community. Some of those accolades include:
- Third Best City to Work In (Fortune, 2019)
- Third Best State Capital in Which to Live (WalletHub, 2019)
- Second Place in Livability.com’s 2019 Top 100 Best Places to Live
The City employs more than 4,100 staff across 20 departments to support its nearly 490,000 residents and is consistently ranked as one of the top locations in the nation to live, work and play.
Duties and Responsibilities
- Perform hardware installations, repairs, maintenance, software installations and upgrades
- Recommend process changes that improve the implementation, maintenance, and support of end-user equipment and software
- Maintain documentation for each task and escalates complex problems to the next level of support.
- Take responsibility for follow-up services or problem escalation
- Coordinate vendor repair services for onsite and offsite work
- Diagnose errors or technical problems, and determine and implement proper solutions
- Provide end-user training as required
- Effectively work with customers, service desk and technical services personnel
- Build positive relationships with customers
Typical Qualifications
Education and Experience:
Associate’s Degree in information technology or directly related field and two years of related technology support experience
OR
An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.
Licensing and Certifications:
- Valid North Carolina Class C Driver’s License with a satisfactory driving record, or the ability to obtain within 60 days of hire
Preferred Skills and Certifications:
- Microsoft, A+, and Information Technology Infrastructure Library
- Technical support experience with Apple products is a plus
- ServiceNow experience
Additional Information
Knowledge, Skills, and Abilities:
- Demonstrating customer-orientated work
- Managing and prioritizing workload
- Proficiency in Microsoft Windows and Office applications
- Creative problem-solving
- ITIL Framework or the ability to obtain this knowledge
- IT Service Management
- End-user computing technologies
- Active Directory management
- Strong organizational skills with attention to detail
- Innovative and results-orientated
- Effectively communicating both verbally and in writing, with the ability to works well in collaboration with others
- Diagnosing issues with complex systems and quickly providing guidance
- Vendor management
When you join the City of Raleigh’s work family as a full-time employee, your benefits are an important part of your “total rewards”. Your benefits impact many aspects of your life including your health, your finances, and the protection of your family. The City provides a comprehensive benefits package as part of our total rewards program to support you through important events in your life, to enhance your life outside work, and to help you plan and prepare for the future.
To find out about the City’s benefits package, and other programs, please visit our Employee Benefits page: https://raleighnc.gov/services/jobs-and-volunteering/pay-and-benefits
The City employs temporary and seasonal employees who generally are scheduled to work on a short-term basis. However, if you are hired as a temporary or seasonal employee, or as an intern, you are not eligible for the City of Raleigh’s benefits.
01
Please select your highest level of education completed.
- Some high school
- High school diploma (or GED)
- Some college
- Associate’s degree
- Bachelor’s degree
- Master’s degree
- PhD or other professional degree
02
How much relevant or comparable work experience do you have in information technology or technology support?
- None
- Less than 1 year
- 1 to less than 2 years
- 2 to less than 3 years
- 3 to less than 4 years
- 4 to less than 5 years
- 5 to less than 6 years
- 6 to less than 7 years
- 7 to less than 8 years
- 8 to less than 9 years
- 9 to less than 10 years
- 10 years or more
03
Do you have a valid North Carolina Driver’s License Class C or the ability to obtain within 60 days of hire?
- Yes
- No
Required Question