User Support Technician

COO - OPS - Correction EnterprisesThis position is responsible for providing second-level technical support, handling issues that cannot be resolved by first-level technicians, and offering expertise in specialized systems or applications. The role involves delivering high-quality assistance to both internal and external clients through phone consultations, in-person support, and remote sessions. It requires advanced assessment, triage, documentation, and resolution of incidents and service requests. In addition, this position contributes to the development of computer training materials by identifying information needs, drafting initial content, and revising and editing final documentation using desktop publishing tools. The individual serves as a subject matter expert in one or more technical areas, offering first-contact resolution where possible. Responsibilities also include maintaining accurate hardware inventory and software licensing records, performing computer imaging tasks, and supporting project management activities through planning, coordination, and execution of technical initiatives.Applicants who possess the following skills are preferred:In depth understanding of computer hardware, software, and troubleshooting practices.Experience troubleshooting and providing user support for VOIP/telecommunications, Adobe Creative Suite, TEAMS, and/or WebEx.CompTIA A+ CertificationMicrosoft CertificationAI TrainingThe North Carolina Department of Adult Correction (DAC) is an Equal Opportunity Employer that embraces an Employment First philosophy. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position. In accordance with the Governor's Executive Order 303, our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved.Application Process Be sure to complete the application in its entirety. Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. If multiple applications are submitted to an individual posting, only the most recent application received prior to the closing date will be accepted. Applications must be submitted by 5:00 PM on the closing date. Applicants may be subject to a criminal background check. To check the status of your application, please log in to your account. Degrees must be received from appropriately accredited institutions. For a list of organizations that perform this specialized service, please visit the NACES membership website at ' and National Guard Preference Applicants seeking Veteran's 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 an NGB 23A (RPAS), along with the state application, if they are a current member of the NC National Guard in good standing. Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application.ADA Accommodations Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DAC is committed to the full inclusion of all qualified individuals. As part of this commitment, DAC will ensure that people with disabilities, or known limitations covered by the PWFA, are provided with reasonable accommodation.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 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.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.