Client Services Technician I

Gaston County Government; Gastonia (NC); On-site; USD 31,000 - 37,000; Full time

Job summary

Gaston County Government Information Technology (IT) seeks a Service Desk/End User Support specialist to handle Tier 1 tickets, provide frontline phone support, and participate in on-call rotations. Training and growth opportunities exist within a county-wide IT environment.

The role emphasizes assisting with new applications, device setup, and IT documentation, with an anticipated salary range of $22.45–$26.66 per hour and a requirement to pass a background check and drug screening.

Qualifications

• Associate degree required; 1 year in end user support preferred.
• Must have knowledge of PC setup and SCCM Imaging Process.
• Must be able to lift up to 75 lbs and perform bending/kneeling as needed.
• Background check and drug screening may be required.

Responsibilities

• Provide Tier 1 service desk support by responding to and resolving user tickets.
• Provide frontline phone support for desktop, laptop, printers, phones, scanners.
• Support afterhours duties and participate in on-call rotation.
• Assist with application support and deployment efforts as needed.
• Maintain and update service desk knowledge base and tickets in the system.

Skills

Tier 1 service desk support

Frontline phone support

Afterhours support

End user support

On-call rotation

Education

Associate degree

Tools

SCCM Imaging Process

IT Service Desk System

Job description

Gaston County Information Technology (IT) supports application development, a County-wide network infrastructure, internet service, server management, centralized data storage, backups, desktop solutions, IP/digital/analog phones, cell phones, a centralized service desk, wireless networking, IT Security, and much more.

The anticipated hiring range for this position is $22.45 - 26.66

The duties listed below are not all of the duties that may be assigned but are those that are considered as essential for an employee to perform.

Service Desk

• Provide Tier 1 service desk support by responding to and resolving user support tickets, escalating issues when needed.
• Provide frontline phone support for all equipment and software issues. This includes: Desktop, Laptop, printers, phones, scanners.
• Provide priority phone support to Department Management.
• Provide afterhours support and participate in the on-call rotation as required.

Application Support

• Assist IT with new applications support and deployment.
• Assist with testing and vetting upgrades and enhancements to existing systems.

Equipment Inventory

• Participates in disposal of obsolete equipment.
• Works with IT staff that create purchase requisitions.

New User Setup

• I nstructs new user on accessing base applications, email, printers, folder locations, phone and voicemail.
• Instructs user how to report IT issue or contact IT for support.

Required Reporting and Documentation

• Utilize IT's Service Desk System to track and manage tickets assigned to them.
• Create tickets for tasks that do not come through the IT Service Desk System.
• Track time in the IT departments time tracking system.

Training and Skills Improvement

• Attend end user training for department specific applications.
• Attends IT specific training classes/seminars online and in the classroom.
• Utilizes knowledge gained to maintain and improve job performance.
• Utilizes online research for problem solving and/or process improvements.
• Creates support documentation for use in the service desk knowledge base.
• Provides feedback and recommendations for improvements to processes and procedures.

• Associate degree
• 1 Year in End User Support Position
• Must have knowledge of PC set up and SCCM Imaging Process. Must be able to lift up to 75lbs as well as bend and kneel.

The applicant selected must undergo a criminal background check and pass a drug screening test prior to employment.