Technical Support Specialist II

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

The Technical Support Specialist II plays a critical role in providing advanced technical support and assistance to county employees, ensuring the smooth operation of IT systems and services. This position offers a dynamic opportunity for experienced IT professionals to apply their skills in a government environment. The ideal candidate will have a strong IT support background, excellent problem-solving skills, and a dedication to exceptional customer service.

1. Advanced Support: Provide expert technical support and troubleshooting for complex hardware, software, and network issues encountered by county employees.
2. Subject Matter Expertise: Act as a go-to resource on IT systems, applications, and processes, offering guidance and support to helpdesk team members and end-users.
3. Trend Analysis: Analyze support ticket trends to identify recurring issues or areas for improvement. Collaborate with IT colleagues to implement proactive solutions.
4. Vendor Coordination: Work with external vendors and service providers to resolve escalated issues and manage hardware repairs or replacements as necessary.
5. Project Participation: Contribute to IT projects, including system upgrades, software deployments, and infrastructure enhancements, ensuring smooth execution and integration.
6. Documentation and Training: Develop and maintain technical documentation, knowledge base articles, and user guides. Conduct training sessions and workshops to promote user proficiency.
7. Asset Management: Assist with the administration and maintenance of IT assets, including inventory management, asset tracking, and software license compliance.
8. Continuous Improvement: Stay updated on industry trends and best practices in IT support. Recommend and implement opportunities for innovation and service improvement.

• Education: Associate’s Degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience. Relevant certifications such as CompTIA A+, ITIL Foundations or Microsoft Certified Professional are preferred.
• Experience: Minimum of 3-5 years of experience in technical support or helpdesk roles.
• Skills:
  • Proficient in diagnosing and resolving hardware, software, and network issues across various systems and platforms.
  • Strong knowledge of Microsoft Windows operating systems, Active Directory, and Office applications.
  • Experience with ITIL or similar IT service management frameworks is desirable.
  • Excellent communication skills, with the ability to convey technical information clearly to non-technical users.
  • Proven ability to work independently and collaboratively in a team-oriented environment.
  • Strong analytical and problem-solving skills, with attention to detail and a commitment to high-quality support services.