Job Title Provide customer support across counties listed in accordance with Service Level Agreements set forth by the NCAOC's IT department. Support personal computer systems by installing, configuring, and maintaining hardware and software for judicial staff. The driving radius from the contractor's home to their assigned duty station should be no more than 20 miles maximum, ideally 15.Expectations of nonspecific responsibilities should include, but are not limited to, the following: Understand computer systems to ensure that all components will integrate properly. Remain abreast of rapidly changing hardware and software technology. Provide support to local area networks by installing, maintaining, and troubleshooting LAN hardware and software that includes file servers, routers, switches, and other telecommunications equipment. Interface with Judicial Branch staff and local government officials. Listen to customers to identify problems, then make necessary corrections or assist vendors in corrective actions. Facilitate moves and relocations of judicial facilities, including courthouses and other office locations. Provide training for judicial staff on an as-needed basis. Test and recommend hardware and software configurations on an as-needed basis. Participate in large technology deployment projects that may include statewide software updates, server upgrades, and eCourts initiatives. Work is generally performed in an office environment. Occasional lifting of heavy objects is required. Applicant should be able to lift 75 pounds. As part of the process of configuring personal computers, exposure to hazardous electrical computer components may occur requiring extreme caution to be taken. Up to 20% of overnight travel to locations across the state is required using contractor-owned vehicles. Travel reimbursement eligible. This position reports to the IT Support Supervisor of the county in which is their duty station. Knowledge, Skills, and Abilities / Competencies Knowledge of: The design and implementation of Ethernet topology networks; Windows 10/11; Office 2016/365; SCCM/MECM; BitLocker; Cisco AMP; Cisco ISE; Windows Server 2012/16; PowerShell; computer systems to ensure that all components will integrate properly; software packages such as TN3270, SharePoint Designer, and Adobe Professional; Cisco servers, routers, voice gateways, and switches; and integration of all components. Skills in: installing personal computers and peripherals (e.g., printers, scanners, cameras, fax machines, and audio-video equipment); using individual components; listening and communicating with customers to identify concerns, analyzing needs, and determining hardware/software solutions; rigorous problem solving; and providing excellent customer service. Ability to: analyze needs, select strategies, and resolve technical problems; manage time to meet schedules; prioritize tasks according to customer needs; communicate highly technical information to non-technical users; work independently; troubleshoot hardware and software problems involving local area networks and personal computer systems; manage critical incidents, identify problems, make necessary corrections, and/or assist vendors with resolutions. Minimum Education and Experience Requirements Bachelor's degree in Computer Science, Computer Information Systems, Computer Engineering, Math, Engineering, or other related technical degrees from an appropriately accredited institution, and one (1) year of progressive experience in the field of information technology; or an equivalent combination of education and experience.
