Computer Support Technician I

Job Locations US-NC-Hickory | US-NC-Gastonia
Posted Date 2 weeks ago(3/6/2018 7:18 PM)
Job ID
# of Openings
Customer Service/Support


Excellent Benefits Package!!!

Number of Openings:  2

Location:  Hickory & Gastonia - MUST TRAVEL to other locations as needed

Projected Hiring Range:  $36,005 – $37,900


Closing Date: Open Until Filled


Primary Purpose of Position: This position will provide first level technical support to computer users, perform data entry and report generation using the LME/MCO software solutions.



Role and Responsibilities:

Help Desk Services – This position provides help desk functions as the first level of Information Technologies (IT) Support to the LME/MCO staff and providers. Troubleshoots in multiple areas including resetting passwords, adding printers, mapping network drives, email, creating electronic calendars, resetting printers and copiers, troubleshooting Internet Explorer issues, printer problems, and routine error messages on equipment.  This includes logging help desk tickets for all calls and dispatching higher level support if necessary.  Assist end users with by answering basic operational questions or directing them to appropriate resources for standard business applications such as Microsoft Office.  Utilizes on-line knowledge base to resolve technical issues including software specific questions and problems.  Process termination of logins or password requests, email notification of terminated users to supervisors, disables network access for outgoing users and enables network access for new employees.  Use remote access software to gain access to the end user’s account to assist with troubleshooting and will also be required to work in the field as necessary. 


Legacy System Support – During transition from legacy to new LME/MCO software completes daily tasks to support continued operation of legacy systems.


Management of loaner equipment – Manage the loaner equipment inventory and check in/out equipment such as laptops, projectors and other various IT equipment. Responsible for training the end user on the equipment before releasing it. 


Reporting - Prepares various standard reports for end users and management as directed


Coverage – Provides continuous coverage of central computer site as a point of contact for agency problem reporting and resolution.


Backups – Assist with the monitoring of daily, weekly and monthly back-ups for the computer system. Notifies the Network Administrator of any back-up failure or problems that may arise. 


User, Inventory and Asset Control – Responsible for tracking all fixed assets in the IT Department in a computerized database; tracking of user service calls. Information obtained for purchasing decisions as well as insurance information. 


Performs other job-related tasks as required.



Knowledge, Skills and Abilities:

  • General knowledge of computers and related information technology devices
  • General knowledge of the software packages utilized by the agency
  • Demonstrated technical aptitude through strong analytical skills, problem identification and resolution, organizational skills, creativity, and critical thinking
  • Excellent customer service and written and oral communication skills required in working with users and team members
  • Ability to communicate effectively with users who may not be coherent in clarifying problem situations
  • Ability to work under time constraints and other demands
  • Ability to establish and maintain effective working relationships
  • Ability to display a positive attitude and show initiative to meet departmental goals and customer expectations




Education/Experience Required:

High School graduate or equivalent and three (3) years of experience in the use of computing and information technology resources or an equivalent combination of training and experience


Licensure/Certification Requirements:




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