User Support Technician I

Description of Work
This is a repost. Previous applicants will be considered and do not need to reapply.
This position is located at Tabor Correctional Institution in Tabor City, NC. Tabor Correctional houses approximately 1700 minimum, medium, and close custody male inmates.
Employees in this class perform tasks to aid in the on-going support of computer users at the facility. Responsibilities include providing hardware and software support to users including but not limited to software training, technical advice on software packages, LAN/hard disk back-ups for disaster recovery, hardware and software installation, disk formatting, and trouble-shooting printer malfunctions. Employees may work in a centralized computing environment where technical referrals are readily available. Duties involve gathering information on the user's situation, referring to manuals or documentation to resolve the situation, and relaying more technical situations to other technical professionals. Applicants must be able to work under considerable time constraints and other demands. Documented proficient typing, grammar, and spelling skills are required. Demonstrate a sense of ownership of problems and the ability to establish and maintain effective working relationships.
Knowledge, Skills and Abilities / Competencies
Listed below are the knowledge, skills, and abilities (KSAs) associated with this position. These KSAs, along with the minimum education and experience listed, are required in order to be deemed "eligible" for the position. Therefore you must demonstrate through documented experience or provide supporting information within the body of your application to demonstrate your possession of ALL KSAs listed.
Experience providing technical support over the phone and recording details into an IT Service Management application.
Documented ability to communicate effectively with clients who may not be coherent in clarifying problem situations.
Capable of resolving routine problems based on existing documentation, training, and resources.
Establish proactive relationships with customers, including providing education to customers as appropriate.
Documented basic understanding of ITIL V3 processes such as Incident Management, Problem Management,and Change Management.
Some experience using knowledge-based incident/service request response software.
Documented ability to organize and follow complex and/or detailed technical procedures.
Minimum Education and Experience Requirements
Associate's degree in computer information technology, computer technology Integration, networking technology, or related curriculum from an appropriately accredited institution; or High school or General Educational Development (GED) diploma and one year of experience in the field of technology related to the position's role. Coursework in computer or information technology may be substituted year-for-year for the required experience; or an equivalent combination of education and experience.
Supplemental and Contact Information
The N.C. Department of Public Safety (DPS) is an Equal Opportunity Employer and encourages qualified men and women to apply. DPS uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Personnel Act with the most qualified individuals. Hiring salary will be based on relevant qualifications, internal equity and budgetary considerations pertinent to the advertised position.
Online applications are only accepted through http://www.oshr.nc.gov/jobs/
Resumes will not be accepted in lieu of the state application. Embedded or attached resumes ARE NOT accepted as a substitution for a completed application.
To receive credit for all of your work history and credentials, you must list the information in the Education and Work Experience sections of the State of North Carolina application form. Any information omitted cannot be considered for qualifying credit.
Degrees must be received from appropriately accredited institutions.
Applicants seeking Veteran's Preference must attach a DD form 214, Certificate of Release or
Discharge from Active Duty, along with your application.
During the online application process if additional documentation is required, attach the documentation at the bottom of Step 4 in the application process.
If applying for a position certified through the North Carolina Department of Justice-Criminal Justice Standards Division, refer to http://www.ncdoj.gov/About-DOJ/Law-Enforcement-Training-and-Standards/Criminal-Justice-Education-and-Training-Standards/Officer-Certification-Programs.aspx for specific certification requirements.
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 https://www.ncdps.gov/index2.cfm?a=000122,002149 for hiring and promotion prohibition requirements for all positions in the NC Department of Public Safety.
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."
For technical issues with your application, please call the NeoGov Help Line Toll Free at (855) 524-5627.
If there are any questions specific to this posting you may contact:
Kimberly Shaw
Human Resources Technician II
(910) 944-2359

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