User Support Technician II – EHRA – Early Career

Agency

Department of Information Technology

Division

DIT Public Safety

Job Classification Title

User Support Technician II (S)

Position Number

Grade

DT05

About Us

The N.C. Department of Information Technology (NCDIT) serves as the Technology Center for the State of NC. Services that NCDIT provides reach a client base of state and local government agencies as well as schools colleges and universities. NCDITs mission is to enable trusted business-driven solutions that meet the needs of North Carolinians. NCDIT provides technology services to state agencies and is charged with closing the digital divide by expanding availability of broadband services and promoting the adoption of affordable high-speed internet.

Description of Work

Salary Range: $61031-$91546

EHRA - The position is designated Statutory Exempt (EHRA) and is exempt from the State Human Resources Act

Are you ready to take the next step in your career

We currently have an opening for a User Support Technician II

This position may be eligible for hybrid remote work in accordance with state policy and the agencys remote work program but does require weekly onsite work

The Early Career Associate Program is ideal for recent graduates early-career professionals or those looking to transition to a new career seeking broad exposure to state IT operations.

The Early Career Associate Program is a two-year on-the-job training (OJT) program designed for individuals with three years or less of professional experience. After gaining exposure to the role through the development process participants will have the opportunity to be placed in a permanent role based on mutual fit and career goals.

As the central point of contact for reporting DPS computer problems and requests. This position interacts with an extensive range of internal external in-state and out-of-state customers. Technical computing and networking support is provided on a daily basis. This position requires strong communication time management technical and problem-solving skills as well as the ability to use an array of technical resources for providing timely and accurate technical support.

Key Responsibilities:
Respond to incoming telephone or email inquiries and request for assistance.
Record update and assign tickets within our ServiceNow System.
Resolve level 1 requests such as password reset.
Elevates complex and/or high priority problems to the appropriate support groups for resolutions.
Periodically assist other sections by performing software installations PC image installations hardware replacements application testing etc.

About the Division:
The North Carolina Department of Public Safety (NC DPS) Management of Information Systems Integrated Network Services (MIS/INS) provides the Department of Public Safety and all of its divisions with highly skilled technical support for the conception design engineering and acquisition through implementation support and administration of all LAN/WAN systems telephone systems Novell and Microsoft servers Exchange email systems infrastructure and all personal computers and laptops. MIS/INS also provides services for all present systems; as well as provides evaluations on new telecommunications and computers hardware/software for future enhancements.

Knowledge Skills and Abilities/Management Preferences

The following Management Preferences are not required but applicants that possess these skills are preferred:

• Experience with Customer Service protocols Windows 10 Windows 11 ServiceNow incident tracking system basic PC and networking principles and Microsoft Office products.

• Working knowledge of VPN Active Directory and Microsoft Exchange.

• Ability to communicate with a wide variety of users in both oral and written formats and should be able to convey technical issues to customers peers and to specialists.

This position will have access to data within the Division of Criminal Information Network (DCIN); and as such NC Administrative Code 14B NCAC 18A.0401 mandates that prior to receiving and/or maintaining certification as a DCIN user applicants:

1) Shall be a citizen of the United States

2) Shall be at least 18 years of age

3) Shall agree to a fingerprint-based background search.

Discover why NCDIT is the ideal destination for your professional growth -Why Work for NCDIT

Minimum Education and Experience

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 the Education and Experience Equivalency Guide for details.

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.

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination harassment or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy childbirth or related medical conditions; and for religious beliefs observances and practices.

Recruiter:

Tajia Monae Shatia Brown

Recruiter Email: