User Support Technician II

The North Carolina State Bureau of Investigation (SBI) is seeking a well qualified professional who will be primarily responsible for user and technical support and system administration of SBIs Criminal Information Network (DCIN) and its constituent software components which provide access to state and national data sources for criminal justice agencies throughout NC. DCIN is a critical system operating 24x7x365 to support law enforcement and the administration of criminal justice in NC. This is an entry-level position within the SBI IT Applications Team that may be appropriate for applicants who are superusers trainers auditors or business owners of IT applications as much as it is for applicants already engaged in an IT career. The selected applicant will receive training and mentoring from more experienced team members. Over time the position may assume responsibility for supporting additional SBI enterprise applications. This is a full-time position (40 hours per week) withBenefits.

Typical work activities for this position include the following:

• Monitor respond to and provide customer-accepted solutions for service and support requests for DCIN and other SBI enterprise applications received via phone email and the IT service management system in a timely manner.
• Follow procedures and work with other IT staff and vendors as necessary to identify and resolve problems with accessing or using applications fulfill service requests document actions taken and confirm user satisfaction.
• Complete establishment configuration modification and removal of lines devices and administrative users in DCIN as requested by client agencies and approved by SBI using DCIN system administration tools.
• Maintain and/or provide information necessary for DCIN device billing.
• Assist users and associated local technical support staff with application installs upgrades and setup.
• Establish and manage user accounts for applications.
• Develop and maintain necessary technical and business knowledge of usage and operation of DCIN and other SBI enterprise applications.
• Must be able to be certified in DCIN by SBI within 3 months of hire.

The Minimum Education and Experience (E&E) is REQUIRED to qualify for this position.All work history and education (including accurate dates of employment/attendance) must be documented on the application. Transcripts may be attached to supplement education and work experience may include internships volunteerism and full and part-time work. Supplemental Questions are also a required part of the application: answers must reference education or work experience listed on the application. A complete all-inclusive application maximizes an applicants potential to qualify for the position as well as receive the highest possible salary if selected for the position. Salary will be based on relevant qualifications internal equity and budgetary considerations for the advertised position.

Resumes may be attached as a supplement to the application but are not a substitution for a complete application.

Management Preferences:

• Demonstrated knowledge and experience utilizing DCIN.
• Demonstrated skills and experience in providing support to users of IT applications used to perform business functions which may include training user administration usage advice problem determination and resolution and/or system administration.
• Demonstrated knowledge of how access to DCIN is established and controlled for its users.
• Demonstrated skills and experience in defining documenting analyzing and solving problems.

Associate 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 positions 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 experience.

The NC State Bureau of Investigation (SBI) 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.

The SBI uses the Merit-Based Recruitment and Selection Policy 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 graduated 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.
If applying for a position certified through the North Carolina Department of Justice - Criminal Justice Education and Training Standards Division refer tohttps:// for specific certification requirements.
The NC State Bureau of Investigation does not sponsor candidates needing work authorization.
The NC State Bureau of Investigation must adhere to the US Dept. of Justice Final Rule on the National Standards to Prevent Detect and Respond to Prison Rape.
Per NC General Statute 143B-972.1 applicants hired into a position certified as a criminal justice officer or justice officer are required to electronically submit fingerprints to the NC State Bureau of Investigation for a state and national criminal history record check and enrollment in the FBIs Next Generation Identification System: Criminal Justice Record of Arrest and Prosecution Background Service (RAP Back). This is in addition to submitting fingerprints during the application process.

Due to the volume of applications received we are unable to provide information regarding the status of your application. To check the status of your application please log in to your 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.

For technical issues with your application please call the Applicant Support Help Line at . If there are any questions about this posting other than your application status please contact SBI Human Resources at .

Additional Contact Information:
North Carolina State Bureau of Investigation
Human Resources
3320 Garner Road
Raleigh NC 27610