Tier 1 Phone Help Desk Rep

Performs first line NCFAST Application and IT support to troubleshoot basic and routine issues. Supports all 100 county offices related to NCFAST Economic Benefits. Duties require excellent customer service and strong communication skills in a customer-facing environment. Duties involve gathering information on the user’s situation, referring to manuals or documentation to resolve the situation, and escalating more technical situations to other technical professionals., In collaboration with our partners, the North Carolina Department of Health and Human Services (DHHS) protects the health and safety of all North Carolinians and provides essential health and human services. The IT division (ITD) is one of the divisions that report to the Operational Excellence portfolio. The ITD division comprises four sections: Implementation and Operations, Strategy and Workforce, Enterprise Technology, and Vendor and Finance. ITD offers the following services but not limited to implementations, operations, project/portfolio management, infrastructure, consulting, business division liaison, digital transformation, IT strategy, enterprise technology, IT contract and vendor management, and data office services., * 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 https://www.naces.org/members .

Degree/College Credit Verification

Degrees must be received from appropriately accredited institutions. Transcripts, degree evaluations, and cover letters may be uploaded with your application.

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.

ADA Accommodations

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment, DHHS will ensure that people with disabilities, or known limitations covered by the PWFA, are provided with reasonable accommodation. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below.

• Experience providing technical support over the phone and recording details into an IT Service Management application.
• Ability to communicate effectively with clients who may not be coherent in clarifying problem situations.
• Ability to work under considerable time constraints and other demands.
• Ability to establish and maintain effective working relationships.
• Proficient typing, grammar, and spelling skills are required.
• Capable of resolving routine problems based on existing documentation, training, and resources.
• Demonstrate a sense of ownership of problems.
• Establish proactive relationships with customers, including providing education to customers as appropriate.
• Basic understanding of ITIL V3 processes such as Incident Management, Problem Management, and Change Management.
• Ability to use problem-solving skills to resolve or refer issues; quality and compliance driven.
• Some experience using knowledge-based incident/service request response software.
• Ability to organize and follow complex and/or detailed technical procedures.

Knowledge Skills and Abilities/Management Preferences, The Knowledge, Skills, and Abilities (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred:

• Knowledge of social services and Medicaid programs and systems
• Knowledge of NC FAST Application
• Previous Helpdesk experience beneficial, 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

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.