Technical Service Representative I id-3892
Job Summary/Scope
Wilson is a city of around 50,000 people located in the heart of eastern North Carolina. We are about an hour from the Research Triangle and the buzz of the Raleigh area, and you can also quickly reach the North Carolina beaches.
The City of Wilson is known for innovation and outstanding service. We have top-rated, nationally accredited police, fire and recreation departments. Our parks and sports facilities are among the best in the nation, and our Vollis Simpson Whirligig Park is a unique and beautiful attraction that hosts concerts, farmers markets and the N.C. Whirligig Festival among other events. We are in the process of building a downtown field to host a Milwaukee Brewers' minor league team starting in 2026.
Wilson has the strongest manufacturing base in our part of the state, including tire manufacturing, pharmaceutical and other industries. The Greenlight citywide broadband services help technology-based companies flourish.
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In addition to competitive salaries, we offer a best-in-class benefits package that brings additional value to your total compensation. To learn more about our benefits package, click on the 'Benefits' tab above.
The hiring range for this position is $45,143.53 (minimum salary) to $62,169.51 (midpoint of range) dependent upon qualifications.
The purpose of this position is to monitor broadband or utility networks and support internal and external customers. This position provides technical and non-technical support to customers on a variety of broadband and other utility services and issues, receives public complaints, dispatches utility crews, and insures issues and complaints are resolved in a proper and timely fashion. Successful performance results in the efficient operation of utility service systems.
The work consists of varied technical and non- technical duties. The amount of work to be performed contributes to the complexity of the position.
Job Responsibilities
Major Duties
- Monitors the status of the SCADA system; enters information into the computer system; monitors volt and amp summaries.
- Performs devices operations using SCADA system in coordination with field personnel and following all standard operating procedures.
- Notifies industrial customers of load management operations.
- Receives telephone calls from the general public regarding concerns with lights, water, and gas utilities.
- Dispatches work crews via two-way radio.
- Performs after hours dispatch duties during storms and power outages.
- Enters tickets into Outage Management System in support of outage recovery operations.
- Performs other related duties as assigned.
OR
- Provisions residential broadband services using various software applications.
- Diagnoses and troubleshoots computer and related equipment problems in a variety of operating system environments.
- Answers and resolves help desk calls for City employees.
- Answers and resolves help desk calls from Broadband customers.
- Uses remote connection software to obtain control of computers in remote locations and repair user problems.
- Schedules and coordinates broadband service installations.
- Submits and monitors work orders using web based systems.
- Monitors network systems and facilitates problem resolution as appropriate.
- Works with vendors and manufacturers to resolve software or hardware product issues.
- Dispatches work crews for issues that cannot be resolved remotely.
- Maintains records of trouble calls and customer interactions.
- Performs other related duties as assigned.
Guidelines
- Guidelines include department standard operating procedures, city hardware and software policies, network wiring standards and codes, and customer service principles. These guidelines require judgment, selection, and interpretation in application.
Supervisory/Management Responsibility
- None
Minimum Qualifications
Education/Experience Requirements
- Knowledge and level of competency commonly associated with completion of specialized training in the field of work, in addition to basic skills typically associated with an Associate's Degree.
- Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years.
- Possession of or ability to readily obtain a valid driver's license issued by the State of North Carolina for the type of vehicle or equipment operated.
Knowledge Requirements
- Knowledge of common computer hardware and software problems.
- Knowledge of computer hardware and software, and other applications.
- Knowledge of web based software and other applications.
- Knowledge of department and city policies and procedures and federal, state, and local laws and regulations.
- Skill in coordinating and managing several tasks simultaneously
- Skill in customer service and support provision.
- Skill in the installation and troubleshooting of computer hardware and software.
- Skill in oral and written communication with technical and non-technical personnel.
- Skill in establishing effective working relationships with co-workers and the public.
- Skill in the operation of a two-way radio.
- Skill in public and interpersonal relations.
Work Environment/Physical Demands
- This is a 24- hour environment with possible alternating work shifts.
- The work is typically performed in an office, computer room, stockroom, or warehouse, and occasionally outdoors in cold or inclement weather, while sitting, standing, walking, bending, crouching, or stooping.
- The employee may be exposed to noise, dust, dirt, grease, machinery with moving parts, and irritating chemicals.
- The employee infrequently lifts light and heavy objects, and must distinguish between shades of color.
The City of Wilson is dedicated to providing unique benefits that meet the needs of our employees and their families, while being competitive and cost effective. We offer the following benefits:
- Paid vacation and sick leave
- Paid holidays (maximum 12 per year)
- Health/dental/vision insurance
- Membership in the North Carolina Local Government Employees' Retirement System
- 5% 401(k) contribution
- Flexible Spending Account (FSA) for medical and childcare expenses
- Paid Life Insurance
- Teladoc (Telemedicine)
- Supplementary benefits including critical care, cancer, accident, medical bridge, long and short term disability and term and whole life insurance.
