User Support Technician II - State of North Carolina : Job Details

The Mission of the Department of Public Instruction:

The North Carolina Department of Public Instruction (NCDPI) is charged with implementing the state's public school laws for pre-kindergarten through 12th grade public schools at the direction of the State Superintendent of Public Instruction and State Board of Education.

The North Carolina Department of Public Instruction is seeking applicants for a User Support Technician II for our Department of Information Technology/Office of Technology Services/ User Support Services.

The Office of Technology Services is responsible for leading all IT development, operations, and support within the Department, while driving systemic change through new technologies and innovative processes. The Office develops appropriate synergies with business units to provide high quality customer service and support, strategic planning, and guidance on technology systems and related initiatives. The Office manages and supports new IT initiatives and works in coordination with DPI business units while adhering to supporting standards and procedures developed by the agency and the Department of Information Technology (DlT) related to system development, procurement, and oversight. The coordination extends to DPI internal customers as well as Public School Units (PSUs) that use these services.

The User Support Services section is the primary point of contact for IT within the Agency, for internal customers, Public School Units, and external partners. The section is charged with providing high-quality customer service and ensuring that technology issues are routed to the correct team and solved. The section provides just-in-time support for users including account lifecycle management, onboarding and offboarding users, system troubleshooting, hardware setup, events support, and operational training. The section also manages the Agency's IT asset inventory including locating and managing assets, replacing assets as needed, and ensuring all endpoints are configured according to agency specifications.

This position is responsible for Desktop Support Technician in order to achieve the mission and goals of the Technology Services area, the NCDPI, and the State Board of Education.

This position reports to the DPI Central Office five days per week.

EEO Statement:

The State of North Carolina and the Department of Public Instruction provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

To receive credit for all of your work history and credentials, you must list the information on the application form. Any information listed under the text resume section or on an attachment will not be considered for qualifying credit. Qualified candidates must document on the application that they possess all of the following:

* Demonstrated experience troubleshooting networked computer systems.

* Demonstrated experience with a wide variety of operating systems and/or mobile devices.

* Demonstrated experience with prioritization, problem-solving, and/or multi-tasking skills.

* Demonstrated experience communicating ideas and/or concepts.

* Demonstrated experience with customer service.

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 oshr.nc.gov/experience-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 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 position's role; or an equivalent combination of education and experience.

All applicants must complete and submit a state application for employment using the NEOGOV Online Job Application System (Job Opportunities | Sorted by Job Title ascending | Careers (governmentjobs.com) for the State of North Carolina.

Any applications not received by the advertisement closing date and time will not be accepted outside of the portal. To receive credit for work history and credentials, the applicant must list the information on the online application form. Any information omitted from the application cannot be considered for qualifying credit. NC DPI welcomes attached or incorporated resumes, cover letters and reference information, but these items will not be used for screening for qualifying credit.

Please make sure the application is completed in full. If you put See Resume or See Attachment on your application instead of a completed application with detailed work duties, your application will NOT be accepted. Other attachments (except a DD-214 copy) will also be accepted, but not used in screening for qualifying credit.

Applicants are required to scan and attach a copy of their DD-214 (Form 4 or Certificate of Release or Discharge from Active Duty) or discharge orders if they wish to obtain Veteran's preference.

Reference checks will be performed on all selected candidates. If the position requires a background check and/or drug screening that will also be performed on all selected candidates.

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.

To check the status of an application, please log in to your NC Government Job Opportunities account and click Application Status .

For technical issues with your application, please call the NeoGov Help Line at 877-###-####. If you have a technical issue with your Government Jobs account, please call their Help Line at 1-855-###-####.

NOTE: Applicants will be communicated with via email only for updates on the status of their application or any questions on their application.

If there are any questions about this posting other than your application status, please contact NC Department of Public Instruction Human Resources.

Contact Information

Houston Davis, Agency Recruiter

Email: [email protected]

Applications for positions requiring specific coursework must be accompanied by a copy of the applicant's transcript. Applicants with degrees not conferred at a United States college or university must attach verification that their degree is equivalent to a similar degree from a U.S. institution. The 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 Transcripts, degree evaluations and cover letters may be uploaded with your application.