HELP DESK Technician

Job Title

This job listing closes on 5/31/2026 at 11:59 PM Eastern Time (US & Canada).

Job Description

Applicants are encouraged to apply early. The application review process will take place immediately and continue until the position is filled. This recruitment may close any time after the first review or when a sufficient number of qualified applications have been received. Hiring range for this position is $47,486.40 - $56,742.40. Initial placement for new employees is customarily at entry level through 35% percentile. Pay grade for this position is 17.

General Definition of Work:

Performs entry level to intermediate technical work assisting customers with web services, office automation software, enterprise software systems and hardware when experiencing procedural or operating difficulty with the use of information technology applications, products or services. The Help Desk serves as the single point of contact for all information technology questions, issues and services. Work is performed under general supervision of the IT Support Supervisor.

Examples of Duties

Essential Functions: (These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Provides support for all County technology products and services.
• Duties include: Assisting with VDI - virtual desktop infrastructure deployments, desktop solutions, installing new software, trouble shooting, performing VDI and application migrations, and training customers as needed.
• Acts as first point of contact to assist to a variety of customers utilizing Cabarrus County technology services including County employees, other municipal employees, businesses customers and citizens.
• Answers questions, troubleshoots, and or instructs customers regarding operational use and functionality of County systems.
• Troubleshoots, diagnoses, analyzes and resolves intermediate software, hardware and telecommunication issues.
• Resolves level 1 work orders and escalates complex and/or higher priority issues to the appropriate teams and/or vendor for resolution.
• Provides occasional higher level desktop support by physical visit/s to customer location.
• Provides training and instructions to internal and external customers.
• Installs, configures, tests, maintains and monitors endpoints, applications, and mobile devices.

Typical Tasks:

• Records required customer and problem information in the Ticket System. Updates tickets with appropriate detailed entries of activities and closes tickets with resolution entered upon completion of the job.
• Verifies that suggested solutions effectively resolve the users' problems verbally, email or through MS Teams.
• Answers, evaluates and prioritizes incoming telephone, voice mail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Configures customer equipment to connect to the internet via cellular modems, Wi-Fi and ethernet.
• Determines whether problem is caused by hardware such as modem, printer, cables or telephone.
• Handles problem identification, research, isolation, resolution and follow-up for routine customer problems, referring more complex problems to next level of support or management.
• Prepares standard statistical reports, such as help desk incident reports.
• Calls software and hardware vendors to request service regarding defective products.
• Contributes to development of training materials and provides technology onboard training as needed.
• Documents network and computer equipment inventory, configuration and activities as needed.
• Properly disposes of broken equipment and contacts outside vendors for pick-up of recycled items.
• Participates as 24/7 on-call rotation support for issues with the County.
• Performs work during emergency/disaster situations.
• Performs related tasks as required.

Knowledge, Skills and Abilities: Knowledge of the operation, uses and capabilities of personal computers, virtual desktop infrastructure, mobile devices and peripheral equipment; knowledge of internet services, mobile applications, personal computer software systems and their capabilities; knowledge of general office practices and equipment; knowledge of the operation, uses and capabilities of MS Office 365, Internet browsers, and Windows operating environment.; ability to understand and carry out written and oral instructions; ability to analyze issues for problem resolution; ability to train customers on office automation hardware and software systems; ability to establish and maintain effective working relationships with the staffs of customer departments and associates; and ability to attend work regularly.

Minimum Education / Experience Requirements

Education and Experience: Requires graduation from an accredited community college with major course work in management information systems or related field and/or experience in the operation of data processing equipment. An equivalent combination of education and experience may be considered.

Some county job postings indicate that you can qualify with an "equivalent combination of education and experience." If this language is included in the job description, it means you may qualify through either education, your years of directly related experience, or a combination of both. If you have indicated that you have earned a certificate, diploma, or degree from a technical school, college, or university, please note that Cabarrus County will verify your educational credentials . Official transcripts must clearly show the specific credential awarded to ensure accurate validation.

Special Requirements: Position is essential as defined by the Inclement Weather Plan. Due to the essential nature of this position, worker must be available for contact and on-site assistance in emergency situations. Must have ability to work a flexible schedule; requires some evening, weekends, holidays and on-call. Possession of an appropriate driver's license valid in the state of North Carolina.

Physical Requirements: Some sedentary and/or physical work requiring the exertion of up to 10 pounds of force occasionally and a negligible amount of force frequently or constantly to move objects, and some light work requiring the exertion of up to 20 pounds of force occasionally; work requires stooping, crouching, reaching, lifting, fingering, grasping, and repetitive motions; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; visual acuity is required for operation of machines, and observing general surroundings and activities; the worker is not subject to adverse environmental conditions.

Supplemental Information

Supplemental and Contact Information: Cabarrus County selects applicants for employment based on job-related knowledge, skills, and abilities without regard to race, color, gender, national origin, religion, age, disability, political affiliation or political influence. Degrees must be received from appropriately accredited institutions. Transcripts, degree evaluations and cover letters may be uploaded with your application. Applicants who obtained their education outside of the United States and its territories are expected to assume responsibility for having their academic degrees validated as equivalent to a degree conferred by a regionally accredited college or university in the United States.

Please be sure to complete the application in full. Resumes may be uploaded with your application but will not be accepted in lieu of a fully completed application and will not be considered for qualifying credit. "See Resume" or "See Attachment" will NOT be accepted. If multiple applications are submitted to an individual position, only the most recent application received prior to the posting closing date will be accepted. Applications must be submitted by 11:59 PM on the closing date.

Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account . Processing applications will take an average of 6 – 8 weeks due to the high volume of applications received. It is not necessary to contact the Human Resources Office to check the status of an application. Upon the closing date, applications are "Under Review" and will be screened by Human Resources for the most qualified applicants. For technical issues with your applications, please call the NEOGOV Help Line at 855-524-5627 . If there are any questions about this posting other than your application status, please contact HR at 704-920-2200.