DMV Help Desk Agent

Department of Transportation; Rocky Mount (NC); On-site; USD 43,000 - 76,000; Full time

Job summary

The North Carolina Department of Transportation seeks a Program Coordinator II (S) in the Field Operations Support Unit (Help Desk) within Vehicle Services to resolve issues with vehicle records and legal documents, while delivering excellent customer service.

The role supports key DMV systems (STARS, LITES, IRP, NMVTIS) and helps maintain operation across License Plate Agencies and state offices, ensuring compliance with policies and statutes.

Qualifications

• Bachelor’s degree from appropriately accredited institution and one year of experience related to the area of assignment; or an equivalent combination of training and experience.
• Experience interpreting and explaining policies, rules, regulations, and procedures.
• Experience reviewing detailed documents and records for accuracy.
• Experience in identifying problems; resolving issues and making independent decisions.
• Experience with DMV systems and office technology.

Responsibilities

• Provide information to personnel for resolving problems and researching vehicle records.
• Resolve issues with title, registration and legal documents for acceptability.
• Maintain compliance with NC statutes and DMV policies.
• Support operational status of License Plate Agencies and related offices.

Skills

Diversity engagement

Customer service

Communication skills

Problem solving

Education

Bachelor’s degree or higher

Tools

Microsoft Office

Office equipment

Job description

Agency Dept of Transportation Division Division of Motor Vehicles Job Classification Title Program Coordinator II (S) Position Number 60031328 Grade NC10

It’s the mission of the NC Department of Transportation to connect people, products and places safely and efficiently with customer focus, accountability, and environmental sensitivity to enhance the economy and vitality of North Carolina. We encourage you to consider joining NCDOT where our work not only serves the citizens of North Carolina but has an impact on our world through all modes of transportation.

The Program Coordinator II position is located in the Field Operations Support Unit (Help Desk) within Vehicle Services. The selected candidate will maintain compliance with all NC General Statutes, NCDOT and NCDMV policies, as well as Vehicle Service’s policies and procedures. The Program Coordinator position will provide information to personnel for resolving problems, researching vehicle registration, title records, and legal documents for acceptability and accuracy. To be successful in this position, the candidate will need to have outstanding customer service skills. The Field Operations Support unit serves to support and maintains the operational status of all License Plate Agencies, Venders, Contact Centers, and all state-owned offices throughout North Carolina. This unit also identifies and resolves system, equipment, and maintenance issues.

The Field Operations Support unit provides technical support for all users of the following:

• State Titling and Registration System (STARS)
• Liability Insurance Tracking and Enforcement System (LITES)
• International Registration Plan (IRP)
• National Motor Vehicle Information System (NMVTIS)
• Credit Card Support (iNovah)
• Image Retrieval (IWPM)
• Online Services (PayIT)

The related program experience may include one or more of the following: DMV mainframe computer experience, reviewing and researching title, registration and/or legal documents for acceptability, Identifying and resolving fiscal, inventory, computer system, or equipment issues, customer service with DMV diverse clientele.

Knowledge Skills and Abilities/Management Preferences

Salary Grade and Salary Range: NC10 $43,267 - $75,718

• Experience working with a diverse clientele and maintaining effective working relationships.
• Experience interpreting and explaining policies, rules, regulations, and procedures.
• Experience reviewing detailed documents and records for accuracy.
• Experience in identifying problems; resolving issues and making independent decisions.
• Experience in Microsoft Office and general office equipment.

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 from appropriately accredited institution and one year of experience related to the area of assignment; or an equivalent combination of training and experience. It is important that your application includes all your relevant education and work experience and that you answer all questions associated with the application. 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.

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.

North Carolina State Government is one of the state’s largest employers, with over 76,000 employees all working toward a common goal: a safer and stronger North Carolina. We are a large organization comprised of various agencies, offices, and universities, each providing important public services.

• Eligible state employees are entitled to comprehensive benefits, including a variety of leave options, professional development opportunities, insurance, and more.

Permanent, temporary, and time-limited state government jobs can be found from the mountains to the coast.

State Application Resources/Frequently Asked Questions Valuing Education and Experience

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.