What You'll Be Doing

Would you like to join a team of forward-thinking professionals who are committed to putting people first, providing reliable and high-quality interactions and services and always being dependable? At Wake County Information Technology, we provide information technology services to the organization and strive to provide customer services that are easy, enjoyable and exceed expectations.

As the System Administrator - End User Support, the successful candidate will be responsible for the support of 2 vital teams supporting Wake County’s staff. This position is primarily in the office, however there is opportunity for 1 day per week of hybrid work after successful completion of training. This role is an outstanding steppingstone towards advancing knowledge in multiple growing fields and providing excellent advancement opportunities for the future.

The Mobile Device Management team handles 2500+ mobile devices, including but not limited to iPhones, iPads, Android tablets and phones, the Mobility Contacts Solution and cradle points. This position will also help manage the relationships with cellular providers (Verizon, FirstNet, T-Mobile) and help manage both small and large-scale deployments of equipment as needs require. This position will also be the primary support for the Mobile Device Contacts Solution as well as our MiFi fleet.

The Audio Visual team manages an expanding catalog of 85+ hybrid conferencing spaces, mobile hybrid conference units, the planning and deployment of AV in new facilities, as well the cable and internet streaming broadcasts of the Wake County Commissioners meetings and other public meetings. In this role the candidate will provide tier 1 technical troubleshooting to the hybrid conferencing spaces as well as provide support for the Commissioner Meeting broadcasts on a rotating basis.

Both roles require the highest level of customer service and professionalism in interacting with our customers as well as producing and maintaining accurate technical and non-technical, documentation.

Each of these teams is currently comprised of only 1 member who manages each platform. The successful candidate will be responsible for learning the primary facets of both positions and providing backup support for those roles as well as taking on responsibilities as the primary on various aspects of each position. It is not expected that the candidate will necessarily be an expert in either role, but should have solid familiarity with one and a basic understanding of the other. Training will be provided to remediate any knowledge gaps in the less familiar platform.

Essential Functions:

• Provide exceptional customer service in the support of AV and Mobility devices and infrastructure and their users
• Be available and responsive on Microsoft Teams and Email to meet our mandated service agreement standards in terms of rapid response to urgent issues
• Work within our ticketing system to provide appropriate response to trouble tickets and proper documentation of solutions, as well as professional and concise communication with the ticket requestors
• Be available for after-hours work on a rotating basis to support commissioners meetings and other public meetings that occur throughout the year
• Create and update thorough and accurate documentation for both supported teams
• Be able to use and troubleshoot Windows 10/11 in an enterprise environment

NOTE: Additional Requirements:

A valid Driver’s Licenses and a “Safe” driving record are required and this position is subject to 24-hour on call requirements.

About Our Team

Wake County Information Technology is in the heart of Raleigh’s booming downtown, a part of the Research Triangle area. If you’re a tech-guru, this is the place to be. Our team of smart, dedicated people is respected within our organization and recognized as leaders in the use of technology by the prestigious Center for Digital Government, regularly ranking in the top ten among counties with a population for 1 million or more. Our team members are our most valued asset and treated as such with competitive salaries and top-notch benefits. We believe a good work/life balance helps people make better decisions, be more creative and enjoy coming to work. If you thrive in a highly collaborative, fast-paced, supportive environment, then you owe it to yourself to check us out. mation.

The Basics (Required Education and Experience)

• Bachelor's degree in Computer Science, Information Systems, Computer Engineering or related field
• Three years of job-related experience
• Equivalent education and experience are accepted

• Please include ALL prior work experience on your application and resume.

Beyond the Basics (Preferred Education and Experience)

• Solid experience configuring, deploying and troubleshooting iPhones, iPads, Android mobile devices
• Familiarity with Microsoft Intune MDM or other MDM platforms (JAMF, AirWatch, etc)
• Solid understanding of Windows 10/11 administrative features and troubleshooting
• Familiarity with Hybrid Conferencing and Collaboration hardware (Logitech, Crestron, Yealink, etc)
• Familiarity with Hybrid conferencing and collaboration software (Microsoft teams, Zoom, Webex)
• Familiarity with the mounting, cabling and connections of AV hardware
• Familiarity with the recording and broadcast of live events

How Will We Know You're 'The One'?

• Ability to provide exceptional customer service even with high stress customers
• Ability to speak with non-technical customers and provide easily processed instruction on technical concepts
• Ability to work between multiple teams efficiently and professionally
• Ability to work without supervision in the field and complete tasks in a timely manner
• Ability to understand and troubleshoot technical problems within your role and provide accurate and prompt solutions
• Ability to maintain timely communication with management and teammates

About This Position

Location: Waverly F. Akins Wake County Office Building Raleigh, NC 27601

Employment Type: Regular

Work Schedule: Mon - Fri, 8:30am - 5:15pm

Hiring Range: 80,539 - 92,533

Market Range: 68,544.00 - 116,522.00

Please include ALL prior work experience on your application and resume.

Posting Closing Date: 7:00 pm on 9/20/2024

What Makes Wake Great

Home to the State Capital, Wake County is one of the fastest growing areas in the nation and the most populous county in the state, with more than 1.1 million residents. The County has received national and international rankings and accolades from publications such as Money, Fortune, and Time magazines as being one of the best places to live, work and play. The central location of the County allows for a short drive to the spectacular mountains or coast. Wake County Government is governed by a seven-member Board of Commissioners, who are elected at-large to serve two-year terms. Wake County Government has a general operating budget of $1.874 billion, employs over 4400 employees, experiences minimal turnover, and is an award-winning leader in wellness and technology initiatives; such as offering employees and covered spouses free access to the Employee Health Center. Wake County Government offers a wide range of training and development opportunities, a stable career in public service with a balance of work and family life, flexible work schedules and a competitive salary and benefits package.

Equal Opportunity Statement

Wake County provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

Background Check Statement

Position may require a background check that may include: criminal, credit, motor vehicle, education, and sexual offender registry or others based on job requirements. Unless required by state law, a record of conviction will not automatically exclude you from consideration for employment. Wake County Government is an Equal Opportunity Employer.

Emergency Service Worker Statement

In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

80,539

Raleigh, North Carolina United States View Map