User Support Technician

COO - OPS - Institutions Operations

This position is located at Craven Correctional Institution in Vanceboro, NC, Craven County. The prison is a Medium Custody Adult Male Felon Diagnostic Processing Center which houses 850 offenders. Employees in this class provides consultation, support, and/or training to users of computer or other information technology-based systems located throughout the facility, as well as basic support of hardware, software, operating systems and networking.

Key duties include:

• This position requires a basic knowledge and understanding of a wide variety of technologies to effectively support users' technical needs.
• This position interacts with a broad range of users requiring strong communication skills and the ability to use a variety of technical resources for providing technical support.
• May provide routine support for a broad range of information related technologies or may provide in-depth support for a narrowly defined area of technology.
• Planning and organizing – Ability to organize and follow complex and/or detailed technical procedures. Ability to work independently to perform tasks with minimal supervision.
• Technical Knowledge- Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions. Working knowledge of specific software and hardware installation processes and procedures. Knowledge of system security protocols. Demonstrates broad working knowledge in specialty areas within the work unit. Utilize and apply knowledge of data and system tables to perform work.
• Technical Solution Development - Apply technical knowledge of software and systems to provide information to design teams for improvisation or development of new features. Apply analytical process to identify or understand recurring problems and recommend solutions. Ability to document solutions that solve client problems and clearly present these solutions. Ability to identify and understand reoccurring problems and recommend solutions.
• Technical Support- Ability to resolve some non-routine problems using standard troubleshooting techniques or information from research. Ability to resolve problems and issues escalated from lower-level technicians.
• Consultancy Skills- Ability to apply technical knowledge and effective communication skills to identify business needs and develop a plan for resolving.

Salary Range: $56,772 - $85,159

The State of North Carolina offers a comprehensive benefits package including:

• Health Insurance options
• Retirement Plans
• NC Flex Supplemental Benefits
• Paid Vacation, Sick, and Community Service Leave
• Paid Parental Leave

Visit the State Benefits website for additional information.

The Division of Institutions manages the daily operations of all state-operated prison facilities across North Carolina. Facilities are categorized by custody levels (minimum, medium, close) and house individuals serving sentences for felony convictions. The division provides safety, security, and rehabilitative services through trained custody staff, program facilitators, and administrative personnel.

Application Process

NCDAC uses the Merit-Based Recruitment and Selection Plan to fill positions with the most qualified individuals. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.

Applicants must complete the application in full. Resumes will not be accepted in lieu of completing the State application. Applications must include:

• Complete education history (including high school)
• Full work experience details
• Certificates and licenses, if applicable
• Education must be from appropriately accredited institutions.
• Information provided must support responses to supplemental questions. Incomplete applications may impact screening and salary determination.

If multiple applications are submitted, only the most recent application received before the closing date will be considered.

Education Equivalency Verification

The State of North Carolina/Office of State Human Resources (OSHR) 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

Veterans' 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.

PREA Requirement

The NC Dept. of Adult Correction must adhere to the US Dept. of Justice Final Rule on the "National Standards to Prevent, Detect, and Respond to Prison Rape." Click this link for information on hiring and promotion prohibition requirements for all positions in the NC Dept. of Adult Correction: PREA Hiring and Promotion Prohibitions

ADA Accommodations

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), NCDAC is committed to the full inclusion of all qualified individuals. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below.

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; or High school or General Educational Development (GED) diploma and two years 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

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:

Vickie Denise Shaw

Email:

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