As an Enterprise IT Operations Specialist, you will be the first point of contact providing essential technical support to a diverse range of employees and technical issues across the City of Raleigh. Your role is to provide the first level of troubleshoot and/or resolve technical issues, create a seamless customer experience and document incidents, requests and processes. You will be developing relationships with various departments, while learning and adjusting to their dynamic technical needs. You will be balancing varying communication methods and working with a team to prioritize and maintain the flow of communication. This is a dynamic position that requires strong problem-solving skills, adaptability, and a commitment to keeping our city's organizations running smoothly.
About You
You are newer to IT and excited to gain experience and exposure to a IT help desk 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 experiences 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, you will be responsible for gaining an initial understanding of our support environment and existing processes as shared through training. You will begin to apply your understanding to handling repeatable tasks. You will demonstrate your ability to follow processes and identify opportunities for improved user experience. You will exhibit 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 working understanding of repeatable tasks and begin applying your knowledge to troubleshooting technical issues. You will demonstrate the ability to manage end user requests and incidents through varying communication methods. You will prioritize tasks effectively and leverage your communications skills and teamwork to provide excellent service. You will begin performing simple hardware repairs and dispatching more complex concerns. 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. You will 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 and demonstrate the ability to apply your knowledge to create customer experiences and knowledge tools. You will understand basic escalation paths and the information needed for proper documentation. You will work with your team and leadership 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
The IT team collaborates with academic institutions and other local governments to spearhead progressive projects that not only improve the quality of life in Raleigh but also pave the way towards a vibrant digital future. IT is dedicated to ensuring smooth operations for City services and safeguarding critical data. City IT constantly seeks innovative and cost-effective solutions that empower City departments to better serve our community. The department is passionate about offering training opportunities on the latest information tools and software, as well as delivering exceptional customer service to meet the technology needs of City employees and service community.
Duties and Responsibilities
Front line support of Microsoft 365/Azure enterprise, including telephone and walk ins.
Effectively works with customers, service desk and technical services personnel.
Diagnoses errors or technical problems, and determines and implements proper solutions.
Maintains documentation for each task.
Escalates complex problems to the next level of support.
Performs hardware installations, repairs, maintenance, software installations and upgrades.
Takes responsibility for follow-up services or problem escalation.
Coordinates vendor repair services for onsite and offsite work.
Provides end-user training as required.
Builds positive relationships with employees and leadership across the City of Raleigh.
Typical Qualifications
Education and Experience
Associate's Degree in information technology or directly related field and two years of related technology support experience.
OR
An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.
Licensing/Certifications
Valid North Carolina Class C Driver's License with a satisfactory driving record, or the ability to obtain within 60 days of hire.
Preferred Qualifications
Certifications in Microsoft, A+, ITIL.
ServiceNow experience.
Additional Information
Knowledge, Abilities and Skills:
Demonstrates a customer orientation.
Manages and prioritizes workload.
Proficient in Microsoft Windows and Office applications.
Technical support experience with Apple products.
Creative problem-solving ability.
ITIL Framework.
IT Service Management.
End-user computing technologies.
Active Directory management.
Strong organizational skills and very detail oriented.
Innovative and results orientated.
Effectively communicates orally and verbally.
Works well and collaborates with others.
Ability to diagnose issues with complex systems and quickly provide guidance.
Vendor management.
ADA and Other Requirements:
Positions in this class typically require: stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, seeing and repetitive motions.
Medium Work:
Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
Working Conditions:
Work is performed in both the field and in an indoor office environment with moderate exposure to hazardous physical conditions (such as mechanical parts, electrical currents, vibration, etc.); and moderate exposure to travel.
Note:
This job classification description is intended to be generic in nature. It is not necessarily an exhaustive list of all duties and responsibilities. The essential duties, functions and responsibilities and Fair Labor Standards Act (FLSA) designation may vary based on the specific tasks assigned to the position.
