The City of Raleigh is seeking anEnterprise IT Operations Specialist providingremote and desk-side support for end-user computing devices, peripherals, applications, mobile devices, telephones, and audio-visual equipment throughout the City. This position supports the deployment, relocation, and upgrade of end-user hardware, and provides timely and effective issue resolution and request fulfillment.

The IT Department plays a major role in the Citys endeavors toward innovation and was recognized as one of the top Smart Cities to watch in 2022 (StateTech, April 2022) The department was also recognized as the Next Century Cities Charles Benton Next Generation Engagement Award for innovative programs that use high-speed broadband to improve civic engagement and democratic participation.

The Citys IT Department was also recognized for:

• In partnership with City Transportation, as IDC Government Insights Sixth Annual Smart Cities North America Awards recipient for theRaleigh Traffic goSmart Project in the Transportation Infrastructure category (2023)
• As Drexel LeBow Analytics 50 Award for Analytics Innovation (2019)
• IDC Smart Cities North America Award for Urban Planning and Land Use (2019)

IT also works with partners in academia and other local governments on forward-thinking initiatives to improve the quality of life, realize a digital future, and foster economic development in Raleigh.

The City employs more than 4,500 staff across 20 departments that support its nearly 490,000 residents and is consistently ranked as one of the top locations in the nation to live, work and play.

Some of the City accolades include:

• Raleigh is the 2ndBest State Capital for Safety and More- WalletHub, February
• Raleigh is the2nd Most Climate-Resilient City- Architectural Digest, February
• Raleigh is 8th Biggest Boomtown- LendingTree, February
• Raleigh is#4 Best U.S. City for Work/Life Balance and Mental Health - CoworkingCafe Study, January

In ranking all State Capitals, Raleigh ranked:

• #2 as Safest,
• #4 for Economic Well-being,
• #6 for Quality of Education and Health - WalletHub, January

Duties and Responsibilities

• Front line support of Microsoft 365/Azure enterprise, focusing on telephone and walk-ins.
• Effectively works with customers, service desk and technical services personnel.
• Diagnoses errors or technical problems, and determines and implements proper solutions.
• Maintains documentation for each task.
• Escalates complex problems to the next level of support.
• Performs hardware installations, repairs, maintenance, software installations and upgrades.
• Takes responsibility for follow-up services or problem escalation.
• Coordinates vendor repair services for onsite and offsite work.
• Provides end-user training as required.
• Builds positive relationships with customers.

Typical Qualifications

Education and Experience Associate's Degree in computer science, information technology or directly related field and three years of related technology support experience.

OR

An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.

Licensing/Certifications

• Valid North Carolina Class C Driver's License with a satisfactory driving record, or the ability to obtain one within 60 days of hire.
• Microsoft, A+, ITIL certifications.