Technology Support Specialist

Revenue; Raleigh (NC); On-site; USD 71,000 - 88,000; Full time

Benefits offered by this job

Twelve paid holidays per year

Fourteen vacation days per year

Twelve sick days per year

Paid Parental Leave

Personal Observance Leave

Job summary

The North Carolina Department of Revenue is seeking a User Support Specialist (S) to join the PC Mobile Team in the Information Technology Division. You will provide level 2 IT support, administer enterprise endpoint management systems, deploy PC images, and assist internal customers with software and device issues.

Ideal candidates have a Bachelor's or related IT degree with relevant experience, familiarity with Windows 11, Office 365, and mobile devices, plus experience with ticketing systems

Qualifications

• Bachelor’s degree in computer science or IT field or related field with two years of IT experience; or Associate degree with three years; or high school/GED with five years IT experience.
• Experience with ticketing systems (ServiceNow, Jira) to track incidents to resolution.
• Experience administering enterprise endpoint management tools and mobile device management.

Responsibilities

• Inform manager and team leads of status and issues.
• Keep tickets updated and ensure SLA requirements are met.
• Follow procedures when managing tickets and document issues in the tracking system.
• Provide IT Desktop support to agency staff.
• Troubleshoot software problems (Windows 11, Office 365, browsers, COTS, and custom DOR software).
• Create problem resolutions and submit to knowledge base; support deployment of PC images and software packages (SCCM)
• Deploy and troubleshoot mobile devices (iPhone/iPad) as needed.
• Manage PC Mobile infrastructure tools (Intune, Config Manager) and endpoints.

Skills

ServiceNow/Jira/ITSM

Endpoint management

Mobile device management

CompTIA A+ or equivalent

Education

Bachelor’s degree in computer science or IT field

Associate degree in computer science or IT field

High School/GED + 5 years IT experience

Tools

Microsoft Endpoint Manager

Intune

SCCM Deploy

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.

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.

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 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 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
• 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).

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

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 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.