Support Specialist at Town of Zebulon, North Carolina

About the Department

The Operations & Support Specialist is a key member of the IT team responsible for ensuring the smooth delivery of IT services across the organization. This role encompasses first-level support through help desk triage, facilitation of end-user training, assistance with audit activities, and the creation and maintenance of operational documentation. The analyst plays a vital role in resolving technical issues efficiently, promoting user adoption of IT systems, supporting compliance with internal policies, and contributing to the overall effectiveness and consistency of operations.

Position Duties

User Support (30%)

• Serve as the first point of contact for internal IT support via phone, email, and ticketing systems.
• Categorize, prioritize, and assign tickets to appropriate support teams or personnel.
• Maintain communication with users regarding ticket status and resolution.
• Support IT audits by gathering and preparing supporting documentation.
• Monitor and track compliance with  policies and procedures.
• Participate in periodic reviews of access controls, system logs, and other compliance checkpoints.

Training & User Enablement (20%)

• Develop and deliver training sessions and materials for new and existing employees on core systems tools, and best practices, as assigned to support organizational needs. 
• Maintain and update the knowledge base and FAQs to reflect common issues and emerging support trends.

Operations Documentation (20%)

• Create and maintain standard operating procedures (SOPs), process maps, and user manuals for IT and additional operations.
• Ensure documentation is accurate, up-to-date, and accessible.
• Collaborate with cross-functional teams to standardize documentation practices across the department.

Administrative Support (30%)

• Direct external guest to proper departments
• Provide support to directors
• Update employee directory as needed
• Create wayfinding/directional signs for the Town Hall