Technology Support Specialist

State of North Carolina; North Carolina; Presencial; USD 71.000 - 88.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Pension plan

Holidays

Vacation days

Sick days

Parental leave

Leave programs

Longevity pay

401K/457 plans

Public Service Loan Forgiveness

Descripción de la vacante

The North Carolina Department of Revenue's Information Technology Division seeks a Technology Support Specialist (S) to join the PC Mobile Team. You will deliver Level 2 IT support, end-user services, and enterprise endpoint management across the agency's IT environment.

Responsibilities include ticketing, SLA adherence, remote support, and contributing to a knowledge base. Experience with ServiceNow/Jira, Intune, and deploying images is preferred.

Formación

• Experience using a ticketing system such as ServiceNow, Jira or ITSM.
• Experience administering enterprise endpoint management tools, including deploying images and software, managing Group Policy, and supporting Microsoft Configuration Manager.
• Experience in mobile device management including deploying and troubleshooting iPhones in a tool such as Microsoft Intune.
• CompTIA A+ or equivalent experience.

Responsabilidades

• 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.
• Resolve software problems related to Windows 11, Office 365, browsers and other software.
• Remote support and troubleshooting using tools such as Remote Desktop; deploy PC images and software via deployment tools.

Conocimientos

Ticketing systems (ServiceNow/Jira/ITs

Enterprise endpoint management

Mobile device management

CompTIA A+ or equivalent

Educación

Bachelor's degree in IT or related field; 2 years exp

Descripción del empleo

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**
• **Fifteen 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.

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 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 (GD E) 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 Statement

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.