IT Client Specialist III

The IT Client Support Specialist III plays a crucial role in ensuring seamless technical operations across all levels of the organization. This expert-level position is responsible for resolving complex IT issues, deploying and supporting hardware and software, and delivering high-touch assistance to executive staff and mission-critical departments. With a blend of advanced troubleshooting, proactive system support, user education, and documentation, the specialist helps optimize performance, security, and reliability of the county's IT infrastructure. Responsibilities

• Advanced Technical Resolution: Deliver expert-level support to end-users by addressing intricate hardware, software, network, and application issues that go beyond the scope of first-level assistance. Responsibilities include identifying root causes and implementing effective solutions for persistent or elusive problems via remote session, phone, or onsite interaction. Tasks may also involve server troubleshooting and reboot procedures.

• Deploy new laptops and desktops to end-users as a part of asset management. New hardware will be documented in the department's ITSM platform. PC's will be added to the correct OU in AD. MFA will be set up for users.

• Application Support: Offer in-depth support for business-critical applications, including configuration, troubleshooting errors, and liaising with vendors when necessary.

• VIP Support: Provide dedicated and proactive IT support to executive staff and high-priority users, ensuring minimal disruption to their work.

• Essential System Assistance: Deliver timely support to vital departments-including EMS, Fire Marshal, Emergency Management, and the Sheriff's Office-where responsiveness is crucial. Participate in an on-call rotation after normal working hours.

• User Training & Guidance: Develop and deliver training sessions or create guides for users on new software, best practices, or common technical issues to reduce support volume.

• Problem Management: Identify recurring issues from support tickets, analyze trends, and propose long-term solutions to prevent future occurrences.

• Participate in special projects and assignments as needed in support of the IT team's mission

• Documentation & Knowledge Base Contribution: Create and update detailed IT documentation, standard operating procedures (SOPs), troubleshooting guides, and knowledge base articles for both client support and system administration tasks.

• Associate's degree in Information Technology or a related field, or equivalent practical experience (e.g., 4+ years in a high-volume help desk or desktop support role).
• Strong understanding of Windows operating systems (Windows 10/11, Windows Server 2016/2019/2022).
• Solid grasp of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
• Experience with Microsoft Active Directory for user and group management.
• Proficiency in troubleshooting hardware issues (desktops, laptops, printers, mobile devices).
• Advanced troubleshooting skills for various software applications, including Microsoft 365 suite.
• Excellent communication (verbal and written) and interpersonal skills, with a strong customer service orientation.
• Ability to translate technical information into understandable terms for non-technical users.
• Strong analytical and problem-solving abilities, with a methodical approach to issue resolution.
• Proactive, self-motivated, and eager to learn new technologies and concepts.
• Ability to work independently as well as collaboratively in a team environment., * Experience with IT ticketing systems and remote support tools.

• Relevant certifications (e.g., CompTIA A+, Network+, Security+, Microsoft Certified: Modern Desktop Administrator Associate).

Health Insurance - Full-time employees are eligible for medical/health (Cigna Insurance) benefits upon the 1st of the month following 30 days of employment. Alamance County Government currently offers three plans of medical/pharmacy benefit options including 2 Standard PPO plans and a High-Deductible Health Plan with HSA. Dental Benefit - Alamance County offers one dental insurance (Delta Dental) plan for FT employees at no cost. The plan, if elected, would be effective the first of the month following 30 days of FT employment. Vision Insurance - A voluntary vision program (Superior Vision) is available to FT employees. The current PPO style plan allows employees to seek treatment and hardware from any vision care provider of their choice. The plan, if elected, would be effective the first of the month following 30 days of FT employment. Coverage must be elected within your first 30 days of FT employment or upon a qualifying event. Voluntary Benefits: Alamance County Government provides a variety of voluntary health related benefits (Voya) to allow employees to purchase protection from what life may bring. A sampling of voluntary benefits includes Flexible Spending Accounts with dependent care opportunities, Health Saving Account with an employer contribution, Short Term Disability, Long Term Disability, Cancer Protection Plan, Group Critical Care Insurance and more. Life Insurance - Basic term life insurance is the amount of one times the annual salary (no greater than $70,000) is provided for all FT employees. Additional coverage is available for purchase through payroll deductions for employee and eligible dependents. Retirement Benefits - Membership in the NC Local Government Employees Retirement System (NCLGERS) is a requirement for all full-time and regular part-time employees (working more than 1,000 hours annually). Employees contribute six percent (6%) of their annual compensation before it is taxed. Time Off Accruals: Vacation Time - Annual Leave is accrued based on years of service. Employees can accrue from 10-25 days per year. Sick Time - All County full time employees earn 12 days of sick leave per year. County Observed Holidays - Alamance County will observe the State of North Carolina Holiday Schedule. Wellness Benefits & Programming: Employee Assistance Program: There are times when everyone needs a little help or advice. The confidential Employee Assistance Program (EAP) through a local provider can help you with things like stress, anxiety, depression, chemical dependency, relationship issues, legal issues, parenting questions, financial counseling and dependent care resources. Best of all it's free for County employees and available for your household to utilize. Utilization of the EAP is completely confidential and participation isn't recorded. Help is available 24/7/365 by telephone. Alamance County Employee Health Center: Available to employees and spouses who are covered under the Alamance County Insurance Plan and their covered dependents, 18 years of age and older. Retired employees under age 65 are also eligible to use the health center. Depending on insurance coverage elected, care at the clinic ranges from free to a fair market value cost. Services Available: Treatment of injuries or illnesses such as flu, sinus Infection, pink eye, sprains, strains or fever. Monitor chronic conditions (Diabetes, Hypertension, Hyperlipidemia, Health Disease, Asthma, etc...) Assistance with finding a Primary Care Provider Health Education and Counseling Triage and referrals to specialists when appropriate. Alamance County provides a variety of additional benefits including bereavement pay, Paid Parental Leave, Wellness Leave to focus on work-life balance initiatives, Volunteer Time Off (paid time) opportunities to be a part of the Alamance Community, to opportunities for professional certification pay. Employee Fitness Center: Alamance County encourages all employees to maintain a healthy lifestyle both at home and at work. In support of this philosophy an Employee Fitness Center is available for all County employees to use at their convenience during non-work hours and is open 6:00 AM to 9:00 PM Monday-Sunday. This center includes weight training equipment, cardio equipment, a small aerobics room along with restrooms, changing room and lockers.