NC FAST Tier II Help Desk Representative
NC FAST Tier II Help Desk Representative
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
$ 58757 - 88135
1 Vacancy
Job Description
Description of Work
This Position Is Funded In Part Through Federal Funds
The primary purpose of the NC FAST Tier II Help Desk Representative position is to address escalated technical issues concerning NC FAST applications and related systems. This role supports users by researching and resolving web- and server-based system inquiries managing incident tickets maintaining system security controls and documenting resolution processes. The position also plays a role in assisting users with connectivity performance and software functionality concerns.
This position contributes to the NC FAST teams broader efforts by supporting help desk operations collaborating with development staff and offering technical input into system testing and implementation. This includes gathering data on recurring issues and assisting with analysis and system enhancements. The representative also supports field staff through issue resolution and direct communication with internal and external partners.
Key Duties Include:Responding to user application questions and issues via phone and email.
Troubleshooting and resolving escalated Tier I incidents for NC FAST applications.
Creating updating and tracking incidents in the help desk system.
Researching and analyzing recurring application problems and documenting resolutions.
Supporting database and transaction activity monitoring.
Assisting in the testing and implementation of new or updated NC FAST systems.
Maintaining security control records and application access logs.
Coordinating with other IT support teams for resolution and follow-up.
Generating help desk reports to monitor issues and performance metrics.
Advising on potential system enhancements based on incident data.
Ability to work extended and/or adjusted hours 1st through 5th of each month or as needed
About the NC Department of Health and Human Services (DHHS):The North Carolina Department of Health and Human Services (DHHS) is one of the largest most complex agencies in the state and has approximately 17000 employees. It is responsible for ensuring the health safety and well-being of all North Carolinians providing human service needs for special populations including individuals who are deaf blind developmentally disabled and mentally ill and helping poor North Carolinians achieve economic independence.
About the NC DHHS Information Technology Division:In collaboration with our partners the North Carolina Department of Health and Human Services (DHHS) protects the health and safety of all North Carolinians and provides essential health and human services. The IT division (ITD) is one of the divisions that report to the Operational Excellence portfolio. The ITD division comprises six sections: Implementation and Operations Strategy and Workforce Enterprise Technology Vendor and Finance Data and Analytics and Cyber and Privacy. Team ITD offers the following services but not limited to implementations operations project/portfolio management infrastructure consulting business division liaison digital transformation IT strategy enterprise technology IT contract and vendor management and data office services.
Compensation and Benefits:The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options standard and supplemental retirement plans and the NCFlex program (numerous high-quality low-cost benefits on a pre-tax basis). Employees also receive paid vacation sick and community service addition paid parental leave is available to eligible employees. Visit website for benefits: more information about DHHS: Skills and Abilities / Competencies
The Knowledge Skills and Abilities (KSAs)/ Management Preferences are not required. Applicants that possess the following skills are preferred:
Proven experience supporting user inquiries in a help desk environment such as call logging email support and ticket resolution
Applied experience using Excel and email systems in a professional IT support role e.g. creating logs or communicating technical instructions
Experience with application security and access control procedures like managing user permissions or addressing access requests
Minimum Education and Experience Requirements
Some state job postings say you can qualify by an equivalent combination of education and experience. If that language appears below then you may qualify through EITHER years of education OR years of directly related experience OR a combination of both. See for details.
Qualified applicants must possess and application must clearly reflect work experience that demonstrates the following:
Associates degree in computer science or an IT related field from an appropriately accredited institution and one year of experience in the information technology field related to the position s role
OR
High school or General Educational Development (GED) diploma and three years of experience in the field of technology related to the positions role
OR
An equivalent combination of education and experienceSupplemental and Contact Information
The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer who embraces an Employment First philosophy which consists of complying with all federal laws state laws and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job. For more information about DHHS: uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. Hiring salary will be based on relevant qualifications internal equity and budgetary considerations pertinent to the advertised position.
It is critical to our screening and salary determination process that applications contain comprehensive information. Information should be provided in the appropriate areas to include the beginning and ending dates of jobs worked education with the date of graduation all work experience and certificates / licenses. Resumes will not be accepted in lieu of completing this application. Answers to Supplemental Questions must refer to education or work experience listed on this application to receive credit. Degrees must be received from appropriately accredited institutions.
- Applicants seeking Veterans Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications.
- Applicants seeking National Guard Preference must attach a NGB 23A (RPAS) if they are a current member of the NC National Guard in good standing. If a former member of the NC National Guard who served for at least 6 years and was discharged under honorable conditions they must attach either a DD256 or NGB 22.
- If applicants earned college credit hours but did not complete a degree program they must attach an unofficial transcript to each application to receive credit for this education.
- Applicants may be subject to a criminal background check. All candidates selected for positions considered Positions of Trust will be subject to a criminal background check.
Applications for positions requiring specific coursework:
- Must be accompanied by a copy of the applicants transcript.
- Applicants with degrees not conferred at a United States college or universitymust attach verification that their degree is equivalent to a similar degree from a U.S. institution
- The State of North Carolina/Office of State Human Resources uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants who need to have their credentials certified as equivalent.
- For a list of organizations that perform this specialized service please visit the NACES membership website at degree evaluations and cover letters may be uploaded with your application.
Due to the volume of applications received we are unable to provide information regarding the status of your application. To check the status of an application please log in to your NC Government Job Opportunities account and click Application Status.
If you are selected for an interview you will be contacted by management. If you are no longer under consideration you will receive an email notification.
If there are any questions about this posting please contact Talent Acquisition at .
For technical issues with your application please call the NeoGov Help Line at . If you have a technical issue with your Government Jobs account please call their Help Line at 1-.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
