User Support Technician

nc; United States; On-site; USD 61,000 - 92,000; Full time

Job summary

North Carolina Department of Adult Correction is seeking a User Support Technician II (S) to deliver second-level technical assistance for internal and external clients. You will triage, document, and resolve incidents, provide remote, phone, and in-person support, and assist with training materials and imaging tasks.

The role requires deep hardware and software knowledge, VOIP/telecom troubleshooting, and relevant certifications (A+, Microsoft). Salary range listed and benefits apply.

Qualifications

• In-depth understanding of computer hardware, software, and troubleshooting.
• Experience supporting VOIP/telecommunications, Adobe Creative Suite, TEAMS, or WebEx.
• Certifications: CompTIA A+ and Microsoft Certification

Responsibilities

• Provide second-level technical support for internal and external clients.
• Triaging, documenting, and resolving incidents and service requests.
• Maintain hardware inventory and software licensing records.
• Perform computer imaging tasks and assist in project management activities.

Skills

VOIP/Telecom

Adobe Creative Suite

TEAMS

WebEx

CompTIA A+

Microsoft Certification

AI Training

Hardware & Software Troubleshooting

Job description

Agency

Adult Correction

Division

COO - OPS - Correction Enterprises

Job Classification Title

User Support Technician II (S)

Position Number

60076727

Grade

DT05

About Us

The 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 Work

This position is responsible for providing second-level technical support, handling issues that cannot be resolved by first-level technicians, and offering expertise in specialized systems or applications.

The role involves delivering high-quality assistance to both internal and external clients through phone consultations, in-person support, and remote sessions. It requires advance assessment, triage, documentation, and resolution of incidents and service requests.

In addition, this position contributes to the development of computer training materials by identifying information needs, drafting initial content, and revising and editing final documentation using desktop publishing tools. The individual serves as a subject matter expert in one or more technical areas, offering first-contact resolution where possible. Responsibilities also include maintaining accurate hardware inventory and software licensing records, performing computer imaging tasks, and supporting project management activities through planning, coordination, and execution of technical initiatives.

Knowledge Skills and Abilities/Management Preferences

Salary Range: $61,031 - $91,546

The Knowledge Skills and Abilities/ Management Preferences are not required. Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement.

• In depth understanding of computer hardware, software, and troubleshooting practices.
• Experience troubleshooting and providing user support for VOIP/telecommunications, Adobe Creative Suite, TEAMS, and/or WebEx.
• CompTIA A+ Certification
• Microsoft Certification
• AI Training

This posting will close at 11:59 p.m. the night before the end date.

About Correction Enterprise

The Correction Enterprises division is committed to providing technical and behavioral job training to offenders, aiming to enhance their skills and increase their chances of successful reintegration into society upon release. They achieve this goal by operating a self-sufficient business that mirrors a real-life work environment, which exposes offenders to practical work experience, and helps them develop positive work ethics and attitudes. This is done at no cost to North Carolina taxpayers, making it a sustainable and valuable program for offenders and the community alike.

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). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees. Visit website for State Benefits.

Supplemental and Contact Information

The North Carolina Department of Adult Correction (DAC) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federal laws, state laws, and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job. For more information about DAC: https://www.dac.nc.gov/ . DAC uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position. In accordance with the Governor's Executive Order 303 , our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved. We invite all potential applicants to apply for positions for which they may be qualified.