REQUIRED QUALIFICATIONS:

• High School Diploma or equivalent.
• A valid North Carolina or South Carolina Driver’s License and County Driving Privileges.
• Proficiency in various computer programs, including the Microsoft Office suite (O365).
• Knowledge of overall computer operations, procedures, and required platforms (Windows 10).
• Familiarity with LAN/WAN concepts and current PC techniques and capabilities.
• Excellent customer service skills and the ability to maintain good working relationships.
  Job Types: Full-time, Contract
  Pay: $26.00 per hour
  Expected hours: 40 per week

Benefits:

• Health insurance

Experience:

• IT support in a service desk environment: 3 years (Required)
• Maintaining ServiceNow knowledge base (KMDB) articles: 3 years (Required)
• Supporting Windows 10 operating systems: 3 years (Required)
• Supporting MS Office, O365, Outlook, and OneDrive: 3 years (Required)
• Supporting PCs, LAN, and WAN environments: 3 years (Required)

Ability to Commute:

• Charlotte, NC 28208 (Required)

Work Location: In perso

ABOUT THE ROLE:

We are seeking an IT Support Technician II for a full-time, onsite contract position with a county government client in Charlotte, NC. This role is the second level in a three-part series and serves as a primary point of contact for technical support services within a fast-paced service desk environment.
Under general supervision, you will be responsible for answering questions and resolving simple to complex technology-related issues. This position requires routine communication and coordination with end-users and other IT teams to troubleshoot and resolve incidents, requests, and inquiries via telephone or remote technology.
Please note: This is a fully onsite position in Charlotte, NC. An in-person interview is required.

ESSENTIAL RESPONSIBILITIES:

• Provide technical support assistance in a service desk environment.
• Respond to customer incidents, requests, and inquiries, performing ticket resolutions and escalating as needed.
• Manage county user PATH NC accounts, including adding sub-roles, setting up Power BI roles, and updating security roles.
• Develop and maintain documentation for knowledge articles within the ServiceNow Knowledge Management Database (KMDB).
• Demonstrate strong critical thinking and complex troubleshooting skills.
• Clearly convey information and ideas to individuals and groups in an engaging manner.