User Support Technician

Agency

Adult Correction

Division

COO - OPS - Institutions Operations

Job Classification Title

User Support Technician I (S)

Position Number

60060181

Grade

DT04

About Us

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 is a REPOST - previous applicants DO NOT need to reapply in order to be considered.
This position is located at Bertie Correctional Institution. We house medium and close custody male offenders. This position 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. This position requires 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 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.

Knowledge Skills and Abilities/Management Preferences

Planning and organizing – Ability to organize and follow complex and/or detailed technical procedures. Ability to work independently to perform task 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 area within the work unit. Utilize and apply knowledge of data and system tables to preform 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.

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.

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:

Crystal Bunn Miller

Email:

recruiters@dac.nc.gov