Job Description
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
- Responds to and resolves incidents and requests for assistance with end-user systems while providing a superior customer support experience.
- Performs hardware installations, repairs, maintenance, software installations and upgrades.
- Recommends process changes that improve the implementation, maintenance, and support of end-user equipment and software.
- Maintains documentation for each incident or request and escalates complex problems to the next level of support.
- Takes responsibility for follow-up services or problem escalation.
- Coordinates vendor repair services for onsite and offsite work.
- Diagnoses errors or technical problems and determines and implements proper solutions.
- Provides end-user training as required.
- Effectively works with customers, service desk and technical services personnel.
- Builds positive relationships with customers.
- Should be able to regularly lift and carry up to 25lbs.
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/Certifications
- Valid North Carolina Class C Driver’s License with a satisfactory driving record, or the ability to obtain within 30 days of hire.
- Desired Certifications: Microsoft, A+, ITIL.
Additional Information
Desired Skills
- Demonstrates a customer orientation.
- Manages and prioritizes workload.
- Proficient in Microsoft Windows and Office applications.
- Technical support experience with Apple products a plus.
- Creative problem-solving ability.
- ITIL Framework.
- IT Service Management (ServiceNow experience a plus).
- End-user computing technologies.
- Active Directory management.
- Strong organizational skills and very detail oriented.
- Innovative and results orientated.
- Effectively communicates orally and verbally.
- Works well and collaborates with others.
- Ability to diagnose issues with complex systems and quickly provide guidance.
- Vendor management.
ADA and Other Requirements:
Positions in this class typically require: stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, seeing and repetitive motions.
Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
Working Conditions:
Work is performed in both the field and in an indoor office environment with moderate exposure to hazardous physical conditions (such as mechanical parts, electrical currents, vibration, etc.); and moderate exposure to travel.
Note: This job classification description is intended to be generic in nature. It is not necessarily an exhaustive list of all duties and responsibilities. The essential duties, functions and responsibilities and Fair Labor Standards Act (FLSA) designation may vary based on the specific tasks assigned to the position.