Technology Support Specialist

State of North Carolina - Revenue; North Carolina; On-site; USD 71,000 - 88,000; Full time

Benefits offered by this job

Health insurance

12 paid holidays

15 vacation days

Job summary

The North Carolina Department of Revenue seeks a Technology Support Specialist on the PC Mobile Team to provide level 2 IT support to internal customers. You will administer endpoint management, deploy images, troubleshoot software, and deliver remote assistance using tools like Remote Desktop and SCCM.

Responsibilities include maintaining ticket SLAs, documenting issues in the knowledge base, and collaborating with IT staff to implement effective technical and process solutions across Windows

Qualifications

• Bachelor’s degree or equivalent IT experience as required by the position.
• Experience with IT service management and ticketing from issue to resolution.

Responsibilities

• Provide IT Desktop/endpoint support to internal staff.
• Troubleshoot software issues in Windows 11, Office 365, and other software.
• Document issues and resolutions in the knowledge base and ticketing system.
• Remote support and deployment of PC images and software packages.

Skills

Ticketing systems

Endpoint management

Mobile device management

Customer support

Communication

Education

Bachelor’s degree in computer science or IT

Associate degree in computer science or IT

GED or high school diploma with experience

Tools

ServiceNow

Jira

ITSM

Microsoft Endpoint Manager

Intune

MobileIron

SCCM Deploy

Job description

AgencyDept of RevenueDivisionINFORMATION TECHNOLOGYJob Classification TitleUser Support Specialist (S)Position Number60081325GradeDT07About UsThe 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 responsibilityKeep tickets updated and ensure SLA requirements are metFollow established procedures when managing assigned tickets and document issues and user information accurately in the tracking systemProvide IT Desktop support to all agency staffSolve 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 systemRemote 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 PreferencesExperience using a ticketing system such as ServiceNow, Jira or ITSM to track reported incidents through to resolutionExperience 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 IntuneCompTIA A+ or equivalent experienceRecruitment Range: $70,528 - $88,161Effective 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 ServiceTwelve paid holidays per yearFifteen vacation days per year which increase as length of service increases and accumulates year-to-yearTwelve sick days/year which are cumulative indefinitelyPaid Parental LeavePersonal Observance Leave and Community Service LeaveLongevity pays lump sum payout yearly based on length of service401K and 457 plansEligibility for the Public Service Loan Forgiveness ProgramThe 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.If you have general questions about the application process, you may contact Human Resources at 919-814-1200 or [e-mail] . Individuals with disabilities requiring disability-related accommodations in the interview process, please call the agency ADA Administrator at 919-986-9688.Minimum Education and ExperienceSome 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.EEO StatementT he 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.Recruiter:Tanya Jackson DearmonRecruiter Email:[e-mail]