Senior IT Support Specialist: Advanced & SME

Pender County Government; Burgaw (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

Pender County Government is seeking a Technical Support Specialist II to provide advanced technical support to county employees and ensure reliable IT services in a government environment. The role emphasizes problem solving, excellent customer service, and collaboration with IT staff on projects, documentation, and training to boost user proficiency.

The ideal candidate will have an Associate’s Degree and 3–5 years of helpdesk experience, with strong knowledge of Windows, Active Directory,

Qualifications

• Associate’s Degree in Information Technology, Computer Science, or related field, or equivalent experience.
• 3–5 years of experience in technical support or helpdesk roles.
• Proficient at diagnosing and resolving hardware, software, and network issues across various systems and platforms.
• Strong knowledge of Windows operating systems, Active Directory, and Office applications.
• Experience with ITIL or similar IT service management frameworks is desirable.

Responsibilities

• Advanced troubleshooting for complex hardware, software, and network issues.
• Act as a go-to resource on IT systems, applications, and processes for helpdesk team members and end-users.
• Analyze support ticket trends to identify recurring issues and collaborate on proactive solutions.
• Coordinate with external vendors and service providers to resolve escalated issues and manage hardware repairs or replacements.
• Contribute to IT projects, including system upgrades, software deployments, and infrastructure enhancements.
• Develop and maintain technical documentation, knowledge base articles, and user guides; conduct training sessions.
• Assist with asset management, including inventory, tracking, and license compliance.
• Stay updated on industry trends and best practices to drive continuous service improvement.

Job description

Pender County Government is seeking a Technical Support Specialist II to provide advanced technical support to county employees and ensure reliable IT services in a government environment. The role emphasizes problem solving, excellent customer service, and collaboration with IT staff on projects, documentation, and training to boost user proficiency.

The ideal candidate will have an Associate’s Degree and 3–5 years of helpdesk experience, with strong knowledge of Windows, Active Directory,