Water - Technology Support Technician
BSI Solutions Charlotte, NC
- Expired: over a month ago. Applications are no longer accepted.
As a member of the Charlotte Water Technology Team, the Technology Support Technician performs a range of activities related to end-user technical support, technology service delivery coordination, and systems support. This is accomplished by cooperating with customers, vendors and other personnel; ensuring technology resources are reliable; deploying general and application specific solutions; serving as a liaison; coordinating various projects; developing and facilitating technical trainings; and maintaining technology assets.
Performs hands-on break/fix of the hardware and software components of business technology devices, including personal computers; specialized business computer systems; cellular telephones; tablets.
Provides computer technician-level troubleshooting and support of department technical software and hardware systems.
Responsible for coordinating and augmenting the City Service Desk problem resolution process for standard City desktop applications and general computer workstation hardware to ensure quality customer care.
Monitors ALL Department open Service Desk calls to help ensure timely response and timely issue resolution.
Participates in a regular project and/or team-oriented meetings to discuss project activities, share information with team members, and to engage in employee/contractor development activities with leadership.
Responsible for facilitating the use of the City Service Desk to support Department specific applications. Support includes call intake and routing and may include first call support by the Service Desk call center staff. Responsibilities include definition and maintenance of application related scripts, key words, and call routing work flows.
Defines documents and maintains general support related operating procedures for the department.
Serves as the backup liaison between the Department and the Innovation & Technology Client Support Manager and City Service Desk Staff.
Server as a backup contact for City Service Desk to authorize Department customer modifications, to include: account additions, workstation moves, and hardware additions.
Serves as project resource within the Department and between City Innovation & Technology for the annual project to refresh computer desktop and laptop workstation, monitors and network printers. Responsibilities include: delivery and installation facilitation and customer satisfaction monitoring.
Technology Support Technician (continued)
Serves as project resource within the Department and between City Innovation & Technology for general customer care related technology projects and support activities (desktop application updates, patch installs, hardware installs / issues, etc.).
Coordinates the initial configuration and installation Department computer workstations with the City Service Desk.
Installs and configures all Department specific applications on computer workstations that are not installed by the City Service Desk.
Maintains an up to date inventory of all Department computer workstation hardware. Includes desktop workstations, monitors, laptops, docking stations, and other related equipment. Information maintained includes: hardware and software configuration, customer owner, purchase date, and warranty status.
Maintains other various asset tracking documentation for printers, non- computer network devices, cellular and desk telephony equipment, etc.
Ensures that the operating system, anti-virus, and Charlotte Water applications for Department desktop and laptop loaner workstations are updated on an ongoing basis.
Maintains loaner workstations at specified remote Department locations configured with applications that meet the requirements of that location.
Maintains an up to date inventory, and manages the check in/out process of all Charlotte Water IT maintained loaner equipment. Includes: desktops, laptops, and portable workstation projectors.
Performs routine network and e-mail account maintenance for all Department domain users. Includes account creation, changes and deletions.
Responsible for ongoing maintenance (additions, changes, deletions) of Active Directory objects.
Responsible for facilitating the surplus process for the Department to dispose of all computer hardware removed from service.
Creates and maintains all Department e-mail distribution lists.
Creates and maintains Outlook based conference room calendars.
Provides direct end-user escalation level user support as required for
standard City desktop applications.
Coordinates the ongoing maintenance of all audio/visual equipment in
Department conference rooms. Includes: projectors and their screens, televisions and their mounts, computers, lecterns, wiring management, conference room telephony hardware, audio receivers and speakers, etc.
Member of the Department Emergency Operations Team (EOC). Responsible for maintaining (OS, applications, antivirus, printer configuration, etc.) four laptops, two primary, two secondary, for use in the EOC. When the EOC is activated is responsible for setting up and maintaining EOC laptops, projectors, and designated printers. As part of this group may be called in to work anytime (7x24, 365 days) the EOC is activated.
Manages cell phone ordering, setup, provisioning, reporting, auditing, disconnections, and documentation.
Technology Support Technician (continued)
Manages and coordinates special projects as directed by Charlotte Water IT management.
Builds and maintains a basic understanding of elements of project management.
Maintains an overall understanding of Department business processes and associated requirements.
Provides training for computer usage, standard computer hardware operation, and COTS (Commercial Off-the-Shelf) applications such as Microsoft Office, Adobe Acrobat, etc.
Maintainsanadvancedadministrationlevelknowledgeofthecurrent Microsoft computer workstation operating environments.
Maintainsanadvancedknowledgeofcurrentcomputerworkstation topologies and configurations.
MaintainsamoderatelevelknowledgeoftheMicrosoftOfficeApplication suite with emphasis on Microsoft Outlook, Word, and Excel.
Required 1. Skills and 2. Experience
High school diploma or equivalent.
Two years of experience providing computer workstation end-user support in a Microsoft OS environment.
Two years of experience in the troubleshooting, upgrading, and repairing of PC hardware systems.
Two years of experience troubleshooting and providing end-user support for the Microsoft Office Application suite.
High degree of proficiency in using the Microsoft Office application suite.
One year experience providing general systems administration / Active Directory support in a Microsoft environment.
Experience in providing direct (non-remote) user application support. Experience in operating and supporting Local Area Networks, including TCP/IP configuration; network cabling; 802.11 wireless configuration; Ethernet switches and patch panels.
Demonstrated technical writing skills in a variety of formats.
Strong verbal and team skills.
11.Experience in operating a motor vehicle and ownership of a valid
Technology Support Technician (continued)
Desired Skills and Experience
1. Two-year associate degree or four-year degree in Computer Science, Information Systems, Information Technology fields.
2. Three years of experience providing computer workstation end-user support in a Microsoft environment.
3. Certification as a Office Product Specialist, Microsoft Desktop Support Technician, CompTIA A+ support professional, and/or CompTIA Network+ support professional.
4. Familiarity with the Microsoft SQL server database environment. 5. Experience in the creation, and maintenance of application related
6. Experience authoring technical and/or project documentation
(installation documents, scope documents, operating procedures.
project plans, etc).
7. Experience providing user basic workstation training.
8. Basic understanding of Linux operating system and command line
9. Basic understanding of the elements of project management and
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