IT Support Specialist

IT Support Specialist (NS)

SALARY RANGE: $70,282.00 - $116,101.00

The North Carolina Administrative Office of the Courts (NCAOC) seeks an experienced, highly motivated individual to serve as an Applied Technology Services (ATS) IT Support Specialist to provide support for production information technology for judicial personnel in the western counties of North Carolina (see counties below). The IT Support Specialist provides hardware/software configuration and support of all information technology components (switches, servers, desktop computers, laptops, and local/network printers), as well as other technology devices throughout the Judicial Branch.

ATS provides 24x7x365 support via a combination of an on-site presence, remote support, and an on-call rotation. ATS provides customer-focused services as both Desktop OS Tier3 support and field staff support for other sections including networking, servers, and other systems in their assigned regional areas.

Primary responsibilities include but are not limited to the following:

• Provide customer support across Western North Carolina counties in accordance with Service Level Agreements set forth by the NCAOC's IT department.
• Support personal computer systems by installing, configuring, and maintaining hardware and software for judicial staff.
• Understand computer systems to ensure that all components will integrate properly.
• Remain abreast of rapidly changing hardware and software technology.
• Provide support to local area networks by installing, maintaining, and troubleshooting hardware and software that includes file servers, routers, switches, access points, and other telecommunications equipment.
• Interface with Judicial Branch staff and local government officials.
• Listen to customers to identify problems, then make necessary corrections or assist vendors in corrective actions.
• Facilitate moves and relocations of judicial facilities, including courthouses and other office locations.
• Provide training for judicial staff on an as-needed basis.
• Test and recommend hardware and software configurations on an as-needed basis.
• Participate in large technology deployment projects that may include statewide software updates, server upgrades, and eCourts initiatives.

Work is generally performed in an office environment. Occasional lifting of heavy objects is required. Applicant should be able to lift 75 pounds. As part of the process of configuring personal computers, exposure to hazardous electrical computer components may occur requiring extreme caution to be taken. Up to 20% overnight travel to locations across the state is required using state-provided vehicles. A current and valid driver's license is required to fulfill many of the responsibilities of the position.

Applicant must live within the support area or be willing to relocate to be considered.

This position reports to the appropriate regional IT Support Supervisor. Normal work hours are 8:00 AM - 5:00 PM, Monday - Friday. Some evening, weekend, and holiday hours are required for projects and priority service desk calls.

The position provides support for production information technology for judicial personnel in the following counties: Buncombe.

Knowledge of: the design and implementation of Ethernet topology networks; Windows 10/11; MS Office Online and Local Installs; SCCM; BitLocker; Cisco AMP; Windows Server Current Versions; PowerShell; computer systems to ensure that all components will integrate properly; software packages such as TN3270, SharePoint Designer, and Adobe Professional; Cisco servers, routers, voice gateways, and switches; and integration of all components.

Skills in: installing personal computers and peripherals (e.g., printers, scanners, cameras, label printers, signature pads, card readers, fax machines, and audio-video equipment); using individual components; listening and communicating with customers to identify concerns, analyzing needs, and determining hardware/software solutions; rigorous problem solving; and providing excellent customer service.

Ability to: analyze needs, select strategies, and resolve technical problems; manage time to meet schedules; prioritize tasks according to customer needs; communicate highly technical information to non-technical users; work independently; troubleshoot hardware and software problems involving local area networks and personal computer systems; manage critical incidents, identify problems, make necessary corrections, and/or assist vendors with resolutions.