User Support Technician

State of North Carolina - Adult Correction; North Carolina; On-site; USD 57,000 - 85,000; Full time

Job summary

State of North Carolina - Adult Correction is seeking a User Support Technician I (S) at Craven Correctional Institution in Vanceboro, NC. You will provide front-line IT support for inmates and staff, assist with hardware/software issues, and train users on systems used across the facility.

The role requires basic IT knowledge and strong communication. A related degree or equivalent experience is accepted, with the State offering comprehensive benefits and retirement options.

Qualifications

• Associate degree in computer science or IT or a high school/GED with two years of related tech experience.
• Coursework in IT may substitute for work experience.
• Experience providing hardware/software technical support is preferred.

Responsibilities

• Provide consultation, support, and training to users of computer or IT-based systems.
• Perform basic to routine technical support for hardware, software, OS, and networking.
• Document solutions and communicate clearly to users and teams.

Skills

Customer support

Technical troubleshooting

Communication skills

Documentation

Education

Associate degree in computer science or IT

High school diploma or GED + 2 years technology experience

Tools

OPUS

HERO

NCID

Job description

AgencyAdult CorrectionDivisionCOO - OPS - Institutions OperationsJob Classification TitleUser Support Technician I (S)Position Number60062759GradeDT04About UsThe NC Department of Adult Correction is one of the largest state agencies with more than 14,000 employees. It is responsible for safeguarding and preserving lives and property through prevention, protection, and preparation as well as the care, custody, and supervision of all adults sentenced for violating North Carolina laws. This department includes state prisons with custody, healthcare, and facility operations staff as well as probation/parole officers who supervised sentenced people in the community. Other divisions include Administration, Health Services, Rehabilitation & Reentry, Special Operations and the Post-Release Supervision & Parole Commission. We have a mission that matters!Description of WorkThis position is located at Craven Correctional Institution in Vanceboro, NC, Craven County. The prison is a Medium Custody Adult Male Felon Diagnostic Processing Center which houses 850 offenders. Employees in this class provides consultation, support, and/or training to users of computer or other information technology-based systems located throughout the facility, as well as basic support of hardware, software, operating systems and networking.Knowledge Skills and Abilities/Management PreferencesKey Duties Include : - This position requires a basic knowledge and understanding of a wide variety of technologies to effectively support users’ technical needs. - This position interacts with a broad range of users requiring strong communication skills and the ability to use a variety of technical resources for providing technical support. - May provide routine support for a broad range of information related technologies or may provide in-depth support for a narrowly defined area of technology.Planning and organizing – Ability to organize and follow complex and/or detailed technical procedures. Ability to work independently to perform tasks with minimal supervision.Technical Knowledge - Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions. Working knowledge of specific software and hardware installation processes and procedures. Knowledge of system security protocols. Demonstrates broad working knowledge in specialty areas within the work unit. Utilize and apply knowledge of data and system tables to perform work.Technical Solution Development - Apply technical knowledge of software and systems to provide information to design teams for improvisation or development of new features. Apply analytical process to identify or understand recurring problems and recommend solutions. Ability to document solutions that solve client problems and clearly present these solutions. Ability to identify and understand reoccurring problems and recommend solutions.Technical Support- Ability to resolve some non-routine problems using standard troubleshooting techniques or information from research. Ability to resolve problems and issues escalated from lower-level technicians.Consultancy Skills- Ability to apply technical knowledge and effective communication skills to identify business needs and develop a plan for resolving.Knowledge Skills and Abilities/Management Preferences:Salary Range: $56,772 - $85,159Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement.The Knowledge, Skills, and Abilities (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred:Documented knowledge of providing hardware and software technical support.Documented knowledge of various DAC Mainframe and Web applications - OPUS, HERO, NCIDDocumented knowledge ofThis posting will close at 11:59 p.m. the night BEFORE the end date listed above.Compensation and BenefitsThe State of North Carolina offers a comprehensive benefits package including:Health Insurance optionsRetirement PlansNC Flex Supplemental BenefitsPaid Vacation, Sick, and Community Service LeavePaid Parental LeaveAbout The Division of I nstitutions:The Division of Institutions manages the daily operations of all state-operated prison facilities across North Carolina. Facilities are categorized by custody levels (minimum, medium, close) and house individuals serving sentences for felony convictions. The division provides safety, security, and rehabilitative services through trained custody staff, program facilitators, and administrative personnel.Supplemental Application Information:Application ProcessNCDAC uses the Merit-Based Recruitment and Selection Plan to fill positions with the most qualified individuals. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.Applicants must complete the application in full. Resumes will not be accepted in lieu of completing the State application. Applications must include:Complete education history (including high school)Full work experience detailsCertificates and licenses, if applicableEducation must be from appropriately accredited institutions.Information provided must support responses to supplemental questions. Incomplete applications may impact screening and salary determination.If multiple applications are submitted, only the most recent application received before the closing date will be considered.Education Equivalency VerificationThe State of North Carolina/Office of State Human Resources (OSHR) uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants who need to have their credentials certified as equivalent.For a list of organizations that perform this specialized service, please visit the NACES membership website at https://www.naces.org/members .Veterans’ and National Guard PreferenceApplicants seeking Veteran's Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications.Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application, if they are a current member of the NC National Guard in good standing.Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application.PREA RequirementThe NC Dept. of Adult Correction must adhere to the US Dept. of Justice Final Rule on the "National Standards to Prevent, Detect, and Respond to Prison Rape." Click this link for information on hiring and promotion prohibition requirements for all positions in the NC Dept. of Adult Correction: PREA Hiring and Promotion ProhibitionsADA AccommodationsConsistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), NCDAC is committed to the full inclusion of all qualified individuals. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below.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.Associate degree in computer science or an IT related field from an appropriately accredited institution; or High school or General Educational Development (GED) diploma and two years of experience in the field of technology related to the position's role. Coursework in computer or information technology may be substituted year-for-year for the required experience; or an equivalent combination of education and experienceEEO 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:Vickie Denise ShawEmail:[e-mail]