Enterprise IT Operations Specialist
- Raleigh, NC
- $53,400-80,100 per year
- Permanent
- Full-time
The ideal candidate is new to IT and excited to gain experience and exposure to an IT helpdesk environment. You look at problems with curiosity and critical thinking. You are not afraid to use your resources to solve a complex problem. You love creating the kind of customer experience that you would want to receive and love helping others. Here is what we are looking for in your first 90 days:Within the first 30 days, responsibility for gaining an initial understanding of our support environment and existing processes as shared through training is essential. You will begin to apply your understanding to handling repeatable tasks and demonstrate the ability to follow processes and identify opportunities for improved user experience while exhibiting a healthy curiosity for absorbing new technical and customer service skills through problem solving teamwork and training.Within the first 60 days, you will have a working understanding of repeatable tasks and begin applying your knowledge to troubleshooting technical issues and demonstrate the ability to manage end user requests and incidents through varying communication methods. Prioritizing tasks effectively and leverage your communications skills and teamwork to provide excellent service paired with beginning to performing simple hardware repairs and dispatching more complex concerns become routine tasks. You will continue to identify opportunities for improved user experience and begin using internal tools to suggest enhancements.After 90 days, you will have mastered repeatable tasks and successfully leverage problem-solving skills, knowledge resources and team support to troubleshoot and resolve technical issues. You will understand our support environment and organizational structure with the consistent ability to apply your knowledge in customer experiences and knowledge tools. You will understand basic escalation paths and the information needed for proper documentation while also confidently working with teams to continue to hone your technical, documentation and customer service skills.About Us:
The Information Technology Department is at the forefront of the City's innovation efforts. Recognized for groundbreaking initiatives that enhance civic engagement, the department proudly hold awards that showcase our commitment to serving our community with the most recent including:
- 2024 Recipient of Smart 20 Award, Smart Cities
- 2024 Smart Cities of North America Award, IDC Government Insights
- 2024 Climate Action: Land Use and Equity Award, Raleigh Environmental Awards
- 2024 Civic Interaction & Public Trust Award, Tyler Technologies, Inc.
- 2024 Enterprise GIS Award, Esri
- 2024 City Information Technology Enterprise Infrastructure & Operations division awarded the Best of North Carolina Technology Award, North Carolina Digital Government
- Serve as the primary point of contact for employees experiencing technical issues, offering support via phone, email, chat, or in-person visits
- Diagnose and resolve a diverse range of hardware, software, network, and application issues, including password resets, software installation errors, and network connectivity problems
- Document and track all user support requests and incidents using a ticketing system, ensuring timely resolution and accurate record-keeping
- Escalate complex or specialized issues to a higher-tier support team or subject matter expert when a solution cannot be found at the initial level
- Install, configure, and maintain government hardware, including desktops, laptops, printers, and mobile devices, coordinating repairs with vendors as necessary
- Create, modify, and delete user accounts and permissions within Active Directory integrated management tools
- Assist in maintaining the security of IT systems by addressing antivirus issues, mitigating security vulnerabilities, and ensuring compliance with information security policies
- Develop and update documentation for the knowledge base and provide technical training and guidance to end-users with varying levels of computer literacy
- This position will occasionally drive the City's vehicle to pick up and/or drop City computers and peripherals at various locations
- CompTIA A+ and Microsoft Certification
- Valid North Carolina Class C driver's license with a satisfactory driving record, or the ability to obtain within 60 days of hire
- ITIL Certification
- ServiceNow experience
- Customer-focused
- Manages workload efficiently
- Proficient in Microsoft Windows/Office
- Technical support for Apple products
- Creative problem solver
- ITIL Framework experience
- IT Service Management
- End-user computing technologies
- Active Directory tools
- Strong organizational skills and detail-oriented
- Innovative and results-driven
- Effective oral and written communication
- Collaborative team player
- Diagnoses complex systems quickly
- Vendor management
Sedentary: Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body.Work Environment:
Work is typically performed in an office or similar indoor environment. Employees may occasionally work in an outdoor environment, street environment (near moving traffic), construction site, or in a vehicle.City of Raleigh is an Equal Employment Opportunity (EEO) employer. Accommodations for individuals with disabilities are provided upon request.When you join the City of Raleigh's work family as a full-time employee, your benefits are an important part of your “total rewards”. Your benefits impact many aspects of your life including your health, your finances, and the protection of your family. The City provides a comprehensive benefits package as part of our total rewards program to support you through important events in your life, to enhance your life outside work, and to help you plan and prepare for the future.To find out about the City's benefits package, and other programs, please visit our Employee Benefits page:The City employs temporary and seasonal employees who generally are scheduled to work on a short-term basis. However, if you are hired as a temporary or seasonal employee, or as an intern, you are not eligible for the City of Raleigh's benefits.