User Support Specialist - EHRA

The position is designated Statutory Exempt (EHRA) and is exempt from the State Human Resources Act This position may be eligible for hybrid remote work in accordance with state policy and the agency’s remote work program but does require weekly onsite work Are you ready to take the next step in your career? We currently have an opening for a User Support Specialist This vacancy is open to current North Carolina state government and current UNC System employees only or previous NC state government and UNC System employees with unexpired RIF priority re-employment rights. Current temporary employees working in NC state government or in the UNC System will also be considered. This entry level Field Supervisory Position reports daily to Region 6 (Harnett, Cumberland, Robeson, Columbus, Bladen, Sampson, Duplin, Onslow, Pender, New Hanover and Brunswick counties) and is responsible for leading a technical resource team and integrates the skills and strengths of personnel to assign tickets to the appropriately skilled technicians in order to resolve incidents and problems in a timely manner to meet service level agreements. This position uses technical expertise and understanding of business needs to evaluate incoming IT incidents and problem service desk tickets to appropriately prioritize and evaluate business impact. The applicant needs significant technical knowledge and is highly skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications and serves as a resource for other analysts and lower-level technicians to help solve highly complex problems and to manage IT procurement requests within the region. About the Division: This position provides IT services to the NC Department of Transportation (DOT). Client Services provides technical direction and technical hardware and software support for the computerization efforts to the DOT. This unit also analyzes and formulates new methods of applying computer technology for the solution of operational problems and analyzes and formulates new methods of applying computer technology for the solution of operational problems of the business units in the Department of Transportation. Knowledge Skills and Abilities/Management Preferences The following Management Preferences are not required, but applicants that possess these skills are preferred:

• Experience with different types of computer hardware, mobile devices, software, peripherals and components, networking protocols and communications

• Experience leading projects that require directing the work of others with some latitude on actions or decisions

• Demonstrated ability to independently resolve problems through system analysis and/or troubleshooting procedures

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. Bachelor’s degree in computer science or an IT related field from an appropriately accredited institution and two years of experience in the information technology field related to the position’s role OR Associate degree in computer science or an IT related field from an appropriately accredited institution and three years of experience in the information technology field related to the position’s role OR High School or General Educational Development (GED) diploma and five years of experience in the information technology field related to the position’s role; or an equivalent combination of education and experience.

The N.C. Department of Information Technology (NCDIT) serves as the Technology Center for the State of NC. Services that NCDIT provides reach a client base of state and local government agencies, as well as schools, colleges and universities. NCDIT’s mission is to enable trusted business-driven solutions that meet the needs of North Carolinians. NCDIT provides technology services to state agencies and is charged with closing the digital divide by expanding availability of broadband services and promoting the adoption of affordable, high-speed internet.