Technology Support Specialist

nc; North Carolina; On-site; USD 71,000 - 88,000; Full time

Benefits offered by this job

Health insurance options

Retirement plans (standard & 457)

NCFlex program benefits

Paid parental leave

Leave for personal observance & 社区

Job summary

The North Carolina Department of Revenue is seeking a User Support Specialist (S) to join the PC Mobile Team within the Information Technology Division. The role focuses on enterprise endpoint management, daily IT operations, and resolving software issues for agency staff.

Responsibilities include handling tickets, maintaining SLAs, deploying images, and supporting mobile devices such as iPhones and iPads. Strong knowledge of ticketing systems and MS Intune/Endpoint Manager is preferred.

Qualifications

• Experience using a ticketing system to track incidents through resolution.
• Experience administering enterprise endpoint management tools including deploying images and software.
• Experience in mobile device management including deploying and troubleshooting mobile devices.

Responsibilities

• 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 Windows 11, Office 365, browsers and other software.
• Create knowledge base articles with problem resolutions.

Skills

Ticketing system experience

Endpoint management tools

Mobile device management

CompTIA A+ or equivalent experience

Education

CompTIA A+ certification

Tools

ServiceNow

Jira

ITSM

Job description

Agency Dept of Revenue Division INFORMATION TECHNOLOGY

Job Classification Title: User Support Specialist (S)

Position Number: 60081325

Grade: DT07

About Us

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.

Description of Work

***PLEASE NOTE: THIS WILL CLOSE AT 11:59 P.M. THE DAY PRIOR TO THE END DATE LISTED ON THIS JOB POSTING***

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
• Recruitment Range: $70,528 - $88,161

Effective July 1, 2025, candidates now meet the minimum qualifications of a position if they have the minimum education and experience listed from the class specification. The knowledge, skills, and abilities listed in the vacancy announcement should be used as management preferences and be used to screen for the most qualified pool of applicants.

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 innova