IT Support Specialist

Join the Team! Chatham County Government is looking for a skilled IT Support Specialist to help keep our technology running smoothly while providing exceptional support to employees across the organization. If you enjoy solving technical challenges, supporting end users, and making a difference through technology, we encourage you to apply and learn more about this exciting opportunity below. The IT Support Specialist plays a key role in ensuring seamless technical operations across all departments within the organization. This position is responsible for resolving complex IT issues, deploying and supporting hardware and software, and delivering high-level assistance to all staff departments within Chatham County Government. This position delivers advanced troubleshooting, proactive system support, user training, and thorough documentation to enhance the performance, security, and reliability of the county’s IT client systems. Work is performed under the direct supervision of the IT Service Manager. EXAMPLE OF DUTIES The following essential functions serve as a general guide for this position. Position functions are subject to change based on departmental needs and external factors including, but not limited to, regulatory requirements.

• Installs and configures county-supported equipment/hardware, such as computers, laptops, phones, etc.;
• Troubleshoots computer and peripheral issues, including hardware replacement, computer re-imaging, or repairing;
• Installs and configures county-supported applications, such as MDIS, JMS, Laserfiche, Deep Freeze, etc., on client systems;
• Creates and maintains end-user accounts by configuring user profiles, assigning appropriate access rights and permissions, managing entries within user databases, complying with licenses, etc.;
• Assists with troubleshooting network issues dealing with DHCP, DNS, IP traffic routing, WAN, LAN, and internet connectivity;
• Sets up technology equipment for meetings and events;

• Accurately documents service desk tickets by recording relevant details in the ticketing system and follows up with staff to ensure issues are resolved to satisfaction;

• Performs additional IT duties such as installing and upgrading software, implementing and maintaining backup solutions, and configuring systems and applications;
• Assists with various technology projects, including research, initiation, implementation, maintenance, etc.;
• Ensures compliance with software licensing requirements and maintains accurate inventory records.
• Provides on-site desktop support across various county buildings and locations, responding as needed to resolve technical issues;
• Participates in an on-call rotation;
• Performs other duties as assigned.

• General knowledge of the configuration, maintenance, and troubleshooting of common technologies, peripherals, and applications;
• Strong understanding of Windows operating systems (Windows 10/11);
• Solid grasp of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi);
• Experience with IT ticketing systems and remote support tools;
• Excellent verbal and written communication and interpersonal skills, with a strong customer service orientation;
• Ability to communicate complex technical concepts in clear, user-friendly language for non-technical audiences;
• Demonstrated ability to follow technical instructions, standard operating procedures, and troubleshooting protocols;
• Strong attention to detail, with the ability to identify, document, and resolve or escalate unresolved technical issues;
• Proven ability to manage multiple support requests and projects simultaneously in a fast-paced IT environment while meeting service level expectations;
• Ability to work both individually and collaboratively in a team environment;
• Ability to establish and maintain effective working relationships with elected officials and staff.

Physical Requirements This work requires the regular exertion of 10 pounds, frequent exertion of up to 25 pounds and the occasional exertion of up to 50 pounds of force; work regularly requires speaking, hearing, use of hands and fingers, handling or feeling, frequently requires walking, sitting, stooping, kneeling, crouching, crawling, pushing, pulling, lifting or using repetitive motions and occasionally requires standing, climbing or balancing; work has standard vision requirements and requires color perception; work requires vocal communication to express or exchange ideas; work requires hearing to perceive information at normal levels; work requires preparing and analyzing written or computer data, inspecting small parts or defects, using measuring devices and operating motor vehicles; work occasionally requires working in high, precarious places, including exposure to outdoor weather conditions or to the risk of electrical shock; work is generally performed in a moderately noisy location (ex. business office, light traffic).

Special Requirements Must possess or obtain A+ Certification within 1 year of employment. Must possess a valid North Carolina driver’s license.