The Regional Technical Support Services offers assistance for desktop and laptop computers, mobile devices, printers, site surveys, Voice over Internet Protocol (VOIP), WebEx, and site infrastructure for over 400 locations, including prisons, community corrections, juvenile justice, and administrative offices across North Carolina. 
The User Support Analyst is responsible for technical support to the NC Department of Public Safety (DPS) as a member of the Regional Technical Support Services Group within the Integrated Network Service (INS) team. Duties include, but are not limited, to:

• Hands-on experience with different types of computer hardware, mobile devices, software, peripherals and components, networking protocols and communication
• Managing timelines, resources and personnel (internal staff and contractors), and leading implementation efforts to completion
• Working proactively to promote positive customer relationships and to mentor others to ensure client satisfaction and organizational success
• Leading and planning IT projects that require directing the work of others with some latitude on actions or decisions
• Working in concert with other management and program management to ensure business goals are met and project schedules are maintained

About the Organization
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. NCDIT’s 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.
As NCDIT’s services reach North Carolina residents from all backgrounds, we believe that a diverse workforce is our most valuable asset to recognize, understand and meet the IT needs of our constituents across the state. Our agency culture intentionally values diversity, equity and inclusion through the implementation of thoughtful, practical, innovative and data-driven strategies. We are an Employment First state, ensuring that people with disabilities have equal opportunities to succeed in the state government workplace (Executive Order 92). NCDIT supports recent executive orders to address pay equity for women (Executive Order 93), establish paid parental leave for birth, adoption, and foster care (Executive Order 95), and implement fair chance policies (Executive Order 158). NCDIT also has several initiatives designed to help past and current military personnel and their spouses find rewarding careers with us. Join a team that welcomes, values, respects and supports all members of our work community.
If you have student loans, becoming a state employee includes eligibility for the Public Service Loan Forgiveness Program. Visit www.studentaid.gov to learn more.Resumes/CVs are intended to be used as a complement to an application. Generally resumes/CVs are lacking the detail and breadth of an applicant’s full education and work history so applicants should complete the application with more detail than what their resume contains to show that they meet both the Education Requirements and ALL Knowledge, Skills and Abilities (KSAs) listed below in order to qualify. Click these links for additional information: Introduction to the Job Application and Addressing Knowledge, Skills and Abilities. (Note: These links refer to Dept. of Public Safety process; this process is the same for Dept. of Information Technology.)

To qualify for this position, applicants must document on the application that they possess ALL of the following:

• Working knowledge of networking, telecommunications, office software and system
• Experience in prioritizing workflows, organizing a variety of materials, and managing multiple, competing, and evolving priorities
• Proficient in computer hardware and troubleshooting
• Experience supporting and troubleshooting Line of Business applications

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

• Working experience with customers from North Carolina Public Safety (PS) and North Carolina Adult Correction (AD).
• Working Knowlege of the following software applications: Indicium (HR), Time Matters (VS), Omni Docs & Omni Scan (CR)

 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
Bachelor's degree in computer science or an IT related field from an appropriately accredited institution plus one year of experience in the information technology field related to the position's role
OR
Associate degree in computer science or an IT related field from an appropriately accredited institution and two years of experience in the information technology field related to the position's role
OR 
High school or General Educational Development (GED) diploma and four years of experience in the field of technology related to the position's role; or an equivalent combination of education and experienceThe North Carolina Department of Information Technology (DIT) is an Equal Opportunity Employer who embraces an Employment First philosophy which consists of complying with all federal laws, state laws and Executive Orders.
 
NCDIT uses the Merit-Based Recruitment and Selection Plan to fill posted positions. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.
 

• The Department of Information Technology will not accept "See Resume" or inserted text resumes in lieu of all work experience and education completed on the application.

• Employment at NCDIT is contingent upon a satisfactory background check.
• Applicants seeking Veteran's Preference must attach a DD form 214, Certificate of Release or Discharge from Active Duty, along with your application.
• Applicants seeking National Guard Preference must attach a NGB 23A (RPAS) if you are a current member of the NC National Guard in good standing. If you are a former member of the NC National Guard who served for at least 6 years and was discharged under honorable conditions, you must attach either a DD256 or NGB 22. 

• Applicants applying for positions that require specific coursework, must upload and attach a copy of the transcript with their application.
• Applicants with relevant professional certifications to the posted job must attach proof of active certification along with the information in the “Certificates and Licenses” section.
• If applicants earned college credit hours but did not complete a degree program, they must attach an official transcript to each application to receive credit for this education.
• If applicants earned a foreign degree, foreign degrees require an official evaluation for U.S. equivalency, and must be submitted to Human Resources for verification. There are several organizations that perform this specialized service, feel free to use any service of your choosing. The National Association of Credential Evaluation Services (NACES) has several options on their website that can provide credential verification: https://www.naces.org/members

• IT positions that support the NC Department of Public Safety must adhere to the United States Department of Justice Final Rule on the "National Standards to Prevent, Detect, and Respond to Prison Rape" under the Prison Rape Elimination Act (PREA) Standards at 28 C.F.R. Part 115 Docket No. OAG-131 RIN 1105-AB34. Refer to http://http://www.ncdps.gov/document/prea-hiring-and-promotion-prohibitions for hiring and promotion prohibition requirements.

REMOTE WORK:
We trust our employees to be self-motivated and successful in hybrid/remote roles, thus NCDIT offers robust work from home options and variable work schedule flexibility.
 
 COMPENSATION & 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 leave. In addition, paid parental leave is available to eligible employees.
 
  Some highlights include:

• The best funded pension plan/retirement system in the nation according to Moody’s Investor’s Service
• Twelve (12) holidays/year
• Fourteen (14) vacation days/year which increase as length of service increases and accumulate year-to-year
• Twelve (12) sick days/year which are cumulative indefinitely 
• Longevity pay lump sum payout yearly based on length of service
• 401K, 457, and 403(b) plans

 Learn more about employee perks/benefits:

• Why Work For NC?
• NC OSHR: Benefits
• NC OSHR: Total Compensation Calculator

 
To apply for this position, please click the "Apply" link above (on the Government Jobs website) or visit https://www.governmentjobs.com/Applications/Index/northcarolina to complete an on-line application.

Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. 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. If there are any questions about this posting other than your application status, please contact:
 
NCDIT Human Resources
Yori Lucien
yori.lucien@nc.gov
 
For technical issues with your application, please call the GovernmentJobs.com Applicant Support Help Line at 855-524-5627.