Technical Support Technician

Technical Support Technician

Salary

$58,850.06 - $71,209.01 Annually

Location

201 West Market Street Greensboro, NC

Job Type

Full Time

Job Number

04169

Department

Information Technology

Opening Date

08/17/2026

Closing Date

8/24/2026 11:59 PM Eastern

• Description
• Benefits
• Questions

GUILFORD COUNTY GOVERNMENT

Empower Successful People to thrive in a Strong Community supported by Quality Government

Description

GENERAL STATEMENT OF DUTIES

This is a professional and highly technical position working independently in the completion of projects and duties crossing technical boundaries on software and hardware. This position enables and ensures the operational capabilities, efficient use, integrity, and reliability of technologies needed throughout all County departments.

The overall responsibility of this position is to provide first level support for all PC hardware and software for Guilford County, provide support for all AV equipment, in various departments, and support various software applications for configuration with equipment in multiple departments. Employees serve as Information Technology Department's central point of contact for network, standalone, telecom/connectivity, applications, Windows Server problems, and requests, as well as, identifying potential security related issues. Employees may be called upon to transport, unpack and assemble, install, and configure acquired PC hardware and software as well as troubleshooting complex AV equipment. The job requires troubleshooting and problem solving for hardware, software, and network configuration setup. Advanced and complex unresolved problems are determined and referred to analysts. This position reports to Information Technology's Operations Manager.

DISTINGUISING FEATURES OF THE CLASS

Employees in this class are responsible for cross technology support and training on technology use; providing progressive support and application systems support for software and hardware.

Examples of Duties

DUTIES AND RESPONSIBILITIES

Essential duties and responsibilities include, but are not limited to:

• Perform frontline problem investigation and diagnostics to determine solutions for technology issues.
• Work closely with department staff, technologists from various vendors, and County IT to quickly implement problem resolutions and to maximize user productivity potential while providing permanent solutions.
• Plan, implement and monitor technology inventories and systematic changes.
• Provide technical advisory support for department support systems and end user tools.
• Assemble, install, and configure acquired PC hardware/software in a manner that meets County PC policies, procedures, and guidelines.
• Test PC hardware/software to ensure maximum performance, compatibility, functionality, and connectivity prior to delivery.
• Maintain PC systems and printer connectivity in user department locations.
• Demonstrate/explain hardware operation to new users to promote user self-sufficiency.
• When applicable, assist new users in logging onto the host and in accessing PC software and printer functions.
• Work with IT staff and vendors to resolve unusual problems.
• Complete work-orders and trouble tickets for any IT or AV related issues.
• Train designated personnel to install software upgrades to promote distribution of functions to user departments.
• May assist in distributing other first-level PC support functions to user departments.
• Provide second-level support for PC hardware and software.
• Provide backup support in assisting end users with PC application packages.
• Perform other duties as required or assigned.

RECRUITMENT STANDARDS

Knowledge, Skills, and Abilities

• Knowledge in use of various industry and standard computer software technologies.
• Knowledge of web use and development technologies.
• Knowledge in structure and use of various industry standard computer hardware, networks and communications technologies.
• Knowledge of project planning, task management, technical documentation, and communications.
• Proficiency in use of MS Office products including Word, Excel, Access, PowerPoint, Publisher, Outlook.
• Knowledge of development of scripting for MS Office products and other general industry products.
• Ability to use SQL based query tools to access various data sources and using access methods like ODBC in MySQL, Oracle, etc.
• Ability to use various diagnostic tools, techniques, utilities, and communications.
• Proficiency in organization, self-management and handling of simultaneous activities.
• Goal driven, thorough follow through and time management.
• Ability to carry out tasks with minimal supervision.
• Proficient in communicating technical and non-technical details at the right level in working and training of people from various technical backgrounds.
• Ability to gain knowledge through self-study.
• Ability to use research tools including the web for work related investigation.
• Ability to establish and maintain good intradepartmental and interdepartmental working relationships with a strong customer service orientation.
• Possess thorough understanding of the procedures and methods used to assemble PC equipment components and install PC hardware and software.
• Ability to configure and install printers and other peripherals.
• Ability to analyze general hardware problems in a logical and consistent manner.
• Considerable knowledge of imaging PCs and imaging software.
• General knowledge of LAN hardware and software.
• Thorough knowledge of Windows 11 and higher Operating systems.
• Working knowledge of Microsoft Word, Excel, and Outlook.
• Knowledge of the use, application, and operation of PC hardware/software.
• Demonstrate the ability to provide introductory training to new users on the correct operation of PC hardware/software, and printers.
• Ability to establish and maintain excellent intradepartmental and interdepartmental working relationships.
• Effective oral, written, and interpersonal communication skills.

Typical Qualifications

Minimum Qualifications:

Associate Degree in Computer Science or related field and two years of experience installing, configuring, and troubleshooting PCs/Laptops/Tablets and Windows 11 and higher Operating Systems; OR,

High School diploma or GED and four years of experience installing, configuring, and troubleshooting PCs/Laptops/Tablets and Windows 11 and higher Operating Systems.

Supplemental Information

Physical Demands:

An employee in this position must be able to physically perform the basic life operational functions of stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, and repetitive motions. The employee must be able to perform medium work exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 of force constantly to move objects.

Working Conditions:

Normal office environment primarily involving sitting, standing, bending, walking, and operating personal computers and equipment. There is little or no exposure to hazardous environmental conditions.

May Require Driving

This position may require driving a County owned or personal vehicle to conduct county business such as, but not limited to, attending conferences, meetings, or any other county related functions. Motor Vehicle Reports may be verified for valid driver's license and a driving record compatible with the county's driving criteria. If a personal vehicle is operated for county business, proper insurance must be maintained, as per Guilford County's vehicle use policy.

Special Note: This generic class description gives an overview of the job class, its essential job functions, and recommended job requirements. However, for each individual position assignment assigned to this class, a job description with a checklist of physical abilities needed to perform the job is available, which gives further details about specific positions. Those documents should be reviewed before initiating a selection process. They can provide additional detailed information on which to base various personnel actions and can assist management in making legal defensible personnel decisions.

Guilford County is committed to providing Equal Employment Opportunity (EEO) to employees and applicants for employment regardless of color, religion, sex, national origin, age, disability, genetic information, sexual orientation or political affiliation. The County is committed to complying with all applicable federal, state and local laws that pertain to employment, and to providing a work environment that is free from discrimination of any kind. If you need an auxiliary aide, make the request forty-eight (48) hours in advance of the time the accommodation is needed by calling 336-641-3324.

We are excited about the opportunity of having you as a prospective new employee!

You probably already know our county is a wonderful county to live in, but did you know it is also a wonderful place to work?

Below are a few of the reasons why we love working for Guilford County.

We offer Health Insurance (UnitedHealthCare) to all benefitted employees working a minimum of 20 hours per week. The shared cost of the premium is based on scheduled/budgeted hours. If you are a full-time employee working 40 hours a week you can expect to pay less than $35 a month for medical coverage, dental coverage for $4 a month and vision coverage for $5 a month. Thats less than $45 a month for medical, dental & vision coverage; thats unheard of.

Telehealth UHC Virtual Visits are available to you with no copay or out of pocket expense.

We are excited to inform you Guilford County has an Employee Wellness Center (24/7 access) with strength training equipment, cardio machines and a group exercise room with virtual or in person coaching from our Wellness Specialist!

Employee Assistance Program, 100% funded by the county. A superb benefit for you and your family absolutely free. Confidential help with personal or work-related issues.

13 paid holidays, 12 sick days, and 12 vacation days a year. Thats 37 paid days a year, totaling almost 2 months of paid time off.

Employer contributes 5% into your 401(k) - no match required.

Enrollment in the State Retirement Plan by contributing 6%.

Longevity pay beginning at five years of service.

We provide a $10,000 Life and AD&D benefit to eligible employees.

Flexible spending accounts (FSA) allow you to set aside tax-free dollars for health care and dependent care.

Voluntary Life, AD&D, Short-Term and Long-Term Disability.

01

Please select the highest level of education you have completed All education and certifications must be listed in the Education section of the employment application. Transcripts may be required to verify educational qualifications.

• High School Diploma or GED
• Associates Degree (AA, AS)
• Bachelor's Degree (BA, BS)
• Master's Degree (MA, MS, MBA, etc.)
• Professional degree (JD, MD, DVM, etc.)
• Doctoral Degree (PhD, EdD, etc.)

02

If you have a degree, is the major field of study in Computer Science or related field?

• Yes
• No
• I do not have a degree

03

Which best describes your years of work experience in installing, configuring, and troubleshooting PCs/Laptops/Tablets and Windows 11 and higher Operating Systems. Human Resources will not process incomplete answers. You must also clearly state your experience in the Employment / Work History section of your employment application.

• Less than two years
• Two years less than four years
• Four or more years

04

In your own words clearly describe your experience (company name, job duties, etc.) installing, configuring, and troubleshooting PCs/Laptops/Tablets and Windows 11 and higher Operating Systems. • If you have no experience, please type "Not Applicable" or "N/A." • Applications with "See Resume" are considered incomplete and will be given no further consideration. Human Resources will not process incomplete answers. • You must also clearly state your experience in the Employment / Work History section of your employment application.

05

I understand that an official copy of my college transcript will be required upon conditional offer of employment.

• Yes
• No

06

I understand that all Required Competencies, Work history and Credentials and Education must appear on the application in the Education and Work Experience sections of the application form to receive consideration during the selection process. Resumes will not be accepted in lieu of completing the application, "See Attached Resume or an Embedded Text Resume" will be considered incomplete and will not be processed.

• Yes
• No

Required Question

Employer Guilford County

Address 201 S Greene Street

Greensboro, North Carolina, 27401-6417

Phone 3366413763

Website https://www.guilfordcountync.gov/