Essential Functions:

· The role manages (e.g., adding sub-roles, setting up Power BI roles, adding/updating security roles, and adding/updating the users' assigned supervisor).

· The role creates and maintains the list of community services (Directory of Services), addresses and telephone numbers for the District Attorney offices, school names and addresses, and Zones.

· Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database (KMDB) using Service Now.

Knowledge of:

· Overall computer operations procedures, operating systems and platforms required (Windows 10)

· Software such as: MSOffice,O365; I.E., Chrome, MS Outlook, Service Desk Technology, Adobe Writer; OneDrive; Skype for Business; VM; etc.

· Current techniques and capabilities of personal computers, local area networks and wide area networks

· Hardware such as: Motherboards, CPU’s, Chipsets, Memory, printers, Peripherals, etc.

· Customer Systems such as: Desktops, Laptops, Tablets, Thin & Zero Clients

· Tools and technology within an ITIL and ITSM environment.

Skills

· Performing continual research to enhance technical knowledge

· Performing Critical Thinking (Complex Troubleshooting)

· Maintaining adaptability when performing in new situations

· Maintaining adaptability when performing in Emergency situations & under stress

· Communication & attention to detail

· Customer service

Abilities

· Contributing to Team Success: Actively participates as a member of a team to move the team toward the completion of goals

· Communication: Clearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided

· Collaboration: Works effectively and cooperatively with others; establishes and maintains good working relationships

· Customer Focus: Ensures that the customer perspective is a driving force behind business decisions and activities; crafts and implements service practices that meet customers’ and own organization’s needs

· Technical/Professional Knowledge and Skills: Has achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise

· Planning and Organizing: Establishes courses of action for self and others to ensure that work is completed efficiently

· Managing Conflict: Deals effectively with others in an adversarial situation; uses appropriate interpersonal styles and methods to reduce tension or conflict between two or more people

· Proficient in various computer programs, including Microsoft Office

Experience:

Minimum of three years of IT support experience or an equivalent combination of training and experience

Education:

High School Diploma or equivalent

Licenses and Certifications:

- Requires a valid North Carolina or South Carolina Driver's License

- Requires County Driving Privileges