User Support Technician

Agency Adult Correction Division COO - OPS - Correction Enterprises Job Classification Title User Support Technician II (S) Position Number 60076727 Grade DT05 The NC Department of Adult Correction is one of the largest state agencies with more than 14,000 employees. It is responsible for safeguarding and preserving lives and property through prevention, protection, and preparation as well as the care, custody, and supervision of all adults sentenced for violating North Carolina laws. This department includes state prisons with custody, healthcare, and facility operations staff as well as probation/parole officers who supervised sentenced people in the community. Other divisions include Administration, Health Services, Rehabilitation & Reentry, Special Operations and the Post-Release Supervision & Parole Commission. We have a mission that matters! Description of Work This 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. Knowledge Skills and Abilities/Management Preferences Salary Range: $61,031 - $91,546 The Knowledge Skills and Abilities/ Management Preferences are not required. Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement. 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+ Certification Microsoft Certification AI Training This posting will close at 11:59 p.m. the night before the end date. About Correction Enterprise The Correction Enterprises division is committed to providing technical and behavioral job training to offenders, aiming to enhance their skills and increase their chances of successful reintegration into society upon release. They achieve this goal by operating a self-sufficient business that mirrors a real-life work environment, which exposes offenders to practical work experience, and helps them develop positive work ethics and attitudes. This is done at no cost to North Carolina taxpayers, making it a sustainable and valuable program for offenders and the community alike. 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. Visit website for State Benefits. Supplemental and Contact Information The North Carolina Department of Adult Correction (DAC) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federal laws, state laws, and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job. For more information about DAC: DAC uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. 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. We invite all potential applicants to apply for positions for which they may be qualified. Application Process Be sure to complete the application in its entirety. Resumes will not be accepted in lieu of completing this application. Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information. Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions, you must provide supporting information within the "Work Experience" section of the application to support your answers. 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. All candidates selected for positions considered "Positions of Trust" will be subject to a criminal background check. 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. Upon the closing date, applications are "Under Review" and will be screened by Human Resources for qualified applicants. The hiring process may take several weeks. Degrees must be received from appropriately accredited institutions. Transcripts and degree evaluations may be uploaded with your application. The State of North Carolina/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 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. 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. State Application Resources/Frequently Asked Questions Valuing Education and Experience The State of North Carolina values the knowledge and experience of our jobseekers and current state employees. Approximately 91 percent of state job classifications allow experience to be substituted for education or do not require a post-secondary degree. Learn more about how you may qualify for a position through education or directly related experience, or a combination of both, with the Education and Experience Equivalency Guide. All job postings close at 11:59pm the night before the End Date on the posting. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. 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