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Location:  Haywood County Technology and Communications Department

Salary:  Entry Level-$26,655.31            Grade: 61

DEADLINE FOR APPLICATIONS AND HOW TO APPLY:

Interested applicants should submit a completed Haywood County Government employment application to:

Kathi McClure, PHR, SHRM-CP                            OR Kathi McClure, PHR, SHRM-CP

Human Resources Director                                                                      c/o Division of Workforce Solutions

215 N. Main Street                                                                                 1170 N. Main Street

Waynesville, NC  28786                                                                           Waynesville, NC  28786

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Applications are available online at www.haywoodnc.net, through the local office of the Division of Workforce Solutions and in the Human Resources Department located on the 5th floor of the Historic Courthouse in Waynesville, NC.

POSITION IS POSTED AS:  OPEN UNTIL FILLED

General Description of Duties and Tasks Assigned:

Under management of the Director of Technology and Communications, this position will provide level one technical support to customer base.  The duties of this position will include providing technical support over the phone using excellent communication skills.  The position will log calls for service and manages work order database.  The work of this position involves diagnosis of hardware and software level one support problems over the phone and remotely.  In addition, the position will be responsible for building, configuring, testing and installing new computer hardware, software and peripherals as needed and/or required.  This position serves as a team member in the Technology and Communications Department for Haywood County Government.

Essential Functions of the Position:

This position is responsible for delivering quality customer service by providing users a point of contact for logging and tracking support calls and resolutions.  The individual serving in this position will resolve minor hardware and software issues and escalates all other issues to higher level of support as needed and/or required.

  • Support Haywood County employees who call or contact the Help Desk for support needs
  • Set up, install and test/troubleshoot computer-related technology such as PC's, laptops, printers and other devices for all County users
  • Provide end-user support for all County users in the use of computer applications, update documentation and work order tracking system
  • Create and maintain user information in Active Directory and Exchange
  • Configure hardware devices and create new images to deploy with Ghost software
  • Install and configure software in a Windows environment; contact vendors for warranty service and technical support
  • Assist with IT-related projects; troubleshoot error resolution for software and hardware products
  • Troubleshoot equipment, software and data communications problems, including all PSAP system hardware and software
  • Maintain and provide support for desktop and mobile computers running CAD systems used by all HCG agencies
  • Provides support for the Computer Aided Dispatch (CAD) to Computer Aided Dispatch (CAD) interface software
  • Provide support and maintenance for 911 servers, phone equipment and consoles
  • Must have knowledge of PC design, construction, operation and knowledge of applications software used in PC applications
  • Create and update documentation of problems and resolutions for future reference
  • Performs all other related duties involved in the operation of the Technology and Communications Department
  • Assists in development of equipment security measures; attends training and documents procedures and processes
  • Performs other duties as assigned

This position maintains documentation on projects/tasks using established work order database, Track-IT.  The employee must identify and learn software and hardware used by customer base.  The position will conduct research for a wide range of computing issues as needed and/or required.

Duties may include being a subject matter expert (SME) in specific disciplines and application support such as telephone, security, Laserfiche, Library, Law Enforcement systems, Munis and other technologies and systems implemented across the County network infrastructure.

Minimum Qualifications for Education and Experience:

Requires Associate's degree with course emphasis in Computer Science or Information Technology Systems; OR five (5) years combination of education, training and experience that provides the required knowledge, skills and abilities.  Requires extensive knowledge of Windows operating system, Microsoft Outlook and Office products.

A criminal background check is required as well as submission of set of fingerprints to be furnished to the Department of Justice and to the Federal Bureau of Investigation.

Special Certifications and Licenses:

The applicant must possess a valid NC Driver's license and current DMV record must show no more than 3 points on record.

This institution is an equal opportunity provider and employer.