Enterprise Operations Director jobs in Raleigh, NC

The City of Raleigh is seeking an Enterprise IT Operations Specialist providing remote 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 City's recognition for innovation. The department has recently won the following awards:

• 2019 Drexel LeBow Analytics 50 Award for analytics innovation
• 2019 IDC Smart Cities North America Award for Urban Planning and Land Use

• Third Best City to Work In (Fortune, 2019)
• Third Best State Capital in Which to Live (WalletHub, 2019)
• Second Place in Livability.com’s 2019 Top 100 Best Places to Live

• Responds to and resolves incidents and requests for assistance with end-user systems while providing a superior customer support experience.
• Performs hardware installations, repairs, maintenance, software installations and upgrades.
• Recommends process changes that improve the implementation, maintenance, and support of end-user equipment and software. 
• Maintains documentation for each incident or request and escalates complex problems to the next level of support.
• Takes responsibility for follow-up services or problem escalation.
• Coordinates vendor repair services for onsite and offsite work.
• Diagnoses errors or technical problems and determines and implements proper solutions.
• Provides end-user training as required.
• Effectively works with customers, service desk and technical services personnel.
• Builds positive relationships with customers.
• Should be able to regularly lift and carry up to 25lbs.

• Valid North Carolina Class C Driver's License, or ability to obtain within 60 days of hire, and a satisfactory driving record.
• Specific technology-related certifications based upon assignment.

• Microsoft, A , ITIL.

• Standard practices, methods and materials of assigned work.
• Technology and customer support practices and procedures.
• Project management principles and practices.
• Business math concepts.
• Filing and record-keeping principles.
• Occupational hazards and applicable safety principles and practices.
• Uses and properties of supplies and equipment.
• Applicable federal, state and local laws, codes, regulations (based on assignment).
• Customer service principles.
• Specialized equipment relevant to area of assignment.
• Modern office technology.

• Assessing and evaluating technology performance and quality.
• Responding to advanced technology support calls and issues.
• Performing basic original research, compiling and assembling data.
• Organizing tasks, meeting deadlines and prioritizing competing demands.
• Providing direction to others in order to meet standards.
• Providing attention to detail in assignments.
• Proofreading and error correction.
• Business math computations.
• Organizing and maintaining records and files.
• Maintaining and updating data and documentation.
• Comprehending reference books and manuals.
• Operating assigned tools and equipment.
• Interpreting and applying applicable laws, codes, regulations and standards (based on assignment).
• Providing customer service.
• Utilizing a computer and relevant software applications.
• Utilizing communication and interpersonal skills as applied to interaction with coworkers, supervisors, the general public and others to sufficiently exchange or convey information and to receive work direction.