Technology Support Specialist

The North Carolina Department of Revenue is recruiting for a Technology Support Specialist as a member of the PC Mobile Team in our Information Technology Division.

The PC Mobile team provides enterprise-wide IT request fulfillment and related IT support services to internal customers. The team administers the system management tools that manage endpoints under the PC Mobile purview. The incumbent will perform analytical work, providing consultation, level 2 support and /or training to clients of computer or other technology-based systems.

The role includes administering and supporting the enterprise endpoint management system, performing daily operational tasks, and troubleshooting system issues. The employee works collaboratively with the team, maintaining professional and respectful interactions, and contributes to developing effective technical and process solutions.

A sampling of duties are listed below:

Inform the manager and team leads of status/issues in area of responsibility

Keep tickets updated and ensure SLA requirements are met

Follow established procedures when managing assigned tickets and document issues and user information accurately in the tracking system

Provide IT Desktop support to all agency staff

Solve software problems related to all DOR software (Windows 11, Microsoft Office 365, Internet browsers and other COTS software, in addition to, custom DOR software)

Author problem resolutions and submit to the knowledge management system

Remote support and troubleshooting using tools such as Remote Desktop Deploy PC images and create software packages via deployment tools such as SCCM Deploy, support, and troubleshoot printers when required Deploy, support, and troubleshoot mobile devices such as iPhones and iPads when required.

Administer PC Mobile infrastructure systems such as Microsoft Endpoint Manager, Intune, HVD environment, Managed Print environment.

Knowledge Skills and Abilities/Management Preferences Experience using a ticketing system such as ServiceNow, Jira or ITSM to track reported incidents through to resolution *

Experience administering enterprise endpoint management tools, including deploying images and software, managing Group Policy settings, and supporting Microsoft Configuration Manager *

Experience in mobile device management including experience deploying, troubleshooting, and managing mobile devices such as iPhones in a mobile device tool such as Mobile Iron or Microsoft Intune *

CompTIA A+ or equivalent 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.

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).

Some highlights include:

• The best funded pension plan/retirement system in the nation according to Moody’s Investor’s Service

• Twelve paid holidays per year

• Fourteen vacation days per year which increase as length of service increases and accumulates year-to-year

• Twelve sick days/year which are cumulative indefinitely

• Paid Parental Leave

• Personal Observance Leave and Community Service Leave

• Longevity pays lump sum payout yearly based on length of service

• 401K and 457 plans

• Eligibility for the Public Service Loan Forgiveness Program

The North Carolina Department of Revenue is committed to excellence in tax administration, ensuring secure and efficient collection of revenue to fund vital public services. We are an employer of choice offering excellent benefits, competitive pay, professional development, and career advancement. Our dedicated team provides accurate information, achieves high compliance, and delivers innovative services with integrity and fairness. DOR is an equal opportunity employer hiring qualified candidates regardless of race, color, gender, national origin, religion, age, disability, or political affiliation.

This position is subject to federal and state criminal background checks that may include fingerprinting and verification of tax compliance. “Tax compliance” is defined as having filed and paid all North Carolina State taxes owed each year leading up to the current calendar year or currently in a non-delinquent payment status with the State of North Carolina on taxes that are currently owed to the state.

To be considered within the most qualified pool of applicants and receive credit for your work history and credentials, you must document all related education and experience on the State of North Carolina application in the appropriate sections of the application form. Any information omitted from the application cannot be considered for qualifying credit.

Applicants eligible for veteran’s preference should attach a copy of form DD-214.

The North Carolina Department of Revenue is committed to excellence in tax administration, ensuring secure and efficient collection of revenue to fund vital public services. We are an employer of choice offering excellent benefits, competitive pay, professional development, and career advancement. Our dedicated team provides accurate information, achieves high compliance, and delivers innovative services with integrity and fairness. DOR is an equal opportunity employer hiring qualified candidates regardless of race, color, gender, national origin, religion, age, disability, or political affiliation.