User Support Technician II

Governmentjobs.com; North Carolina; On-site; USD 58,000 - 89,000; Full time

Job summary

The North Carolina Division of Workforce Solutions is seeking a User Support Technician II to provide essential technical support within the agency's IT network. This full-time role focuses on assisting users with technical challenges, ensuring effective communication, and maintaining high customer service standards. Various state benefits, including health insurance and retirement plans, are offered, making it a promising opportunity for individuals ready to make a difference.

Benefits

12 Annual Paid Holidays

Health insurance

Supplemental Benefits

NC State Retirement (TSERS)

WeSave Employee Discounts

Qualifications

• Experience providing authentication support and resolving registration issues.
• Proficient in using ticketing systems and remote desktop tools.
• Strong problem-solving skills and excellent verbal and written communication skills.

Responsibilities

• Serve as the initial point of contact for technical support requests.
• Document and track technical issues using the WITS ticketing system.
• Troubleshoot common hardware, software, and connectivity issues.

Skills

Authentication Support

Technical Troubleshooting

Customer Service

Documenting Technical Issues

Communication Skills

Education

Associate's degree in computer science or IT related field

GED with three years of related experience

Tools

SCCM Remote Desktop

WITS ticketing system

Job description

User Support Technician II | Government Jobs page has loaded.

State of North Carolina

$58,757.00 - $88,135.00 Annually

Location

Wake County, NC

Permanent Full-Time

Job Number

25-06823 60077415 DWS

Dept of Commerce

Division

Division of Workforce Solutions

06/25/2025

Closing Date

7/3/2025 at 5:00 PM Eastern Time (US & Canada)

Unleash your potential and make an impact! The Department of Commerce, Division of Workforce Solutions is currently accepting applications for the User Support Technician II in Raleigh

This is a full-time position (40 hours per week) with State Benefits , including health insurance, as well as retirement. **Salary Grade: DT05**
***Recruitment Range: $ 58,757 - $ 80,790 ***

The Division of Workforce Solutions (DWS) Support Services Unit is seeking a motivated and customer-focused User Support Technician II to serve as a key member of our Service Desk Support team. This position plays a vital role in ensuring technical assistance and support for a variety of programs, departments, and offices within the agency's IT network, including NCWorks Career Centers across the state.

As the first point of contact for technical support, the User Support Technician II is responsible for answering incoming calls, documenting and tracking service requests in the WITS ticketing system and providing timely and effective support to end users. This role offers direct consultation and guidance, helping users navigate authentication issues, unlock passwords, reset credentials, and troubleshoot a variety of technical challenges. The position promotes positive customer relationships by following established procedures, prioritizing service tickets, and ensuring a high standard of customer care.

Key Responsibilities:

• Serve as the initial point of contact for end-user technical support requests via phone or ticketing system.
• Document, track, and resolve technical issues using the WITS ticketing system.
• Provide assistance with user authentication across multiple systems and applications, including password resets and security verification.
• Troubleshoot common hardware, software, and connectivity issues; escalate complex problems as needed.
• Promote clear, friendly, and professional communication with users to ensure positive support experiences.
• Educate users on basic processes or troubleshooting steps as needed.

About the Division of Workforce Solutions
The mission of the North Carolina Division of Workforce Solutions (DWS) is to develop North Carolina's workforce talent, help individuals advance their career opportunities, and meet business workforce needs by connecting talent to jobs.

Incentives of NC State Employment

We value our employees and offer a wide variety of competitive and family-friendly benefits. Benefits to include:

• 12 Annual Paid Holidays
• North Carolina State Health Plan administered by Aetna
• Supplemental Benefits including Flexible Spending Accounts, Accident Insurance, Cancer & Specified Disease, Critical Illness, Dental and Vision
• NC State Retirement(TSERS)
• WeSave Employee Discounts

Learn more about new hire resources, safety, health, and wellness information, leave options, employee discounts and more by selecting the benefits link .

It is critical to our screening and salary determination process that applications contain comprehensive information. Information should be provided in the appropriate areas to include the beginning and ending dates of jobs worked, education with the date graduated, all work experience, and certificates/licenses. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.

Knowledge, Skills and Abilities / Competencies

The Knowledge, Skills, and Abilities listed below, along with the Minimum Education and Experience Requirements, are REQUIRED to qualify for this position. We will not review resumes in lieu of the Experience and Education listed on the application (additional statement below). Click these links for additional information: Introduction to the Job Application and Addressing Knowledge, Skills, and Abilities .

To qualify for this position, applicants must document on the application that they possess ALLof the following:

• Experience providing authentication support and resolving routine registration, password, and lockout issues.
• Knowledge of helpdesk or service desk environments and related best practices.
• Proficient in using ticketing systems and remote desktop tools such as SCCM Remote Desktop or GoTo Assist.
• Strong troubleshooting and problem-solving skills with the ability to document technical issues clearly.
• Excellent verbal and written communication skills.
• Ability to organize tasks, follow detailed procedures, and manage priorities effectively.
• Strong customer service orientation with the ability to build proactive and educational relationships with users.
• Ability to translate technical information into clear, user-friendly language for non-technical audiences.

Minimum Education and Experience Requirements

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 oshr.nc.gov/experience-guide for detail.

Associate's degree in computer science or an IT related field from an appropriately accredited institution and one year of experience in the information technology field related to the position s role; or

High school or General Educational Development (GED) diploma and three years of experience in the field of technology related to the position's role; or an equivalent combination of education and experience.

Supplemental and Contact Information

About the Department of Commerce

The North Carolina Department of Commerce is the state's lead agency for economic, community and workforce development. The department works with local, regional, national and international organizations to fulfill its mission to improve the economic well-being and quality of life for all North Carolinians.

Commerce is an Equal Opportunity Employer who 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.

Our Agency uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. All applicants must complete and submit a state application for employment using the NEOGOV Online Job Application System ( OSHR - Work for NC ) for the State of North Carolina.

**PLEASE NOTE**

It is critical to our screening and salary determination process that applications contain comprehensive information. Information should be provided in the appropriate areas to include the beginning and ending dates of jobs worked, education with the date graduated, all work experience, and certificates/licenses. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position. Resumeswill notbe accepted in lieu of completing this application. Answers to Supplemental Questions must refer to education or work experience listed on this application to receive credit. Degrees must be received from appropriately accredited institutions. To receive credit for your work history and credentials, you must list the information on the online application form. Any information omitted from the application cannot be considered in screening for qualifying credit. Attached or incorporated resumes (including Text resumes on application form)WILL NOTbe used for screening for qualifying credit. Please make sure you complete the application in full. "See Resume"or"See Attachment"will NOTbe accepted and will be considered an incomplete application and will not be processed. For additional information about applications and processes with the state of NC, please visit : How Do I Get the Job .

For consideration for this vacancy, all applicants must complete an on-line application using this link, https://www.governmentjobs.com/Applications/Index/northcarolina . If multiple applications are submitted to an individual posting, only the most recent application received prior to the posting close date will be evaluated for consideration.

Applications for positions requiring specific coursework must be accompanied by a copy of the applicant's transcript. If applicants earned college credit hours but did not complete a degree program, they must attach an unofficial transcript to each application to receive credit for this education. If applicants earned college credit hours but did not complete a degree program, they must attach an unofficial transcript to each application to receive credit for this education.

***INCLUDE ALL RELEVANT EDUCATION, WORK EXPERIENCE IN THE DESIGNATED EDUCATION AND WORK HISTORY SECTION ON THE FORMAL APPLICATION***

If you have student loans, becoming a state employee includes eligibility for the Public Service Loan Forgiveness Program. Visit www.studentaid.gov to learn more.

• Applicants seeking Veteran's Preference must attach a DD-214 Form (Certificate of Release or Discharge from Active Duty) to their applications.
• Applicants seeking National Guard Preference must attach a NGB 23A (RPAS) if they are a current member of the NC National Guard in good standing. If a former member of the NC National Guard who served for at least 6 years and was discharged under honorable conditions, they must attach either a DD256 or NGB 22.
• Applicants requesting and receiving an accommodation under the Americans with Disabilities Act (ADA) are eligible to submit paper applications via mail or by fax.

Re-Entry for Formerly Incarcerated Individuals
Our Agency supports the Governor's Executive Order 303 which seeks to re-employ individuals that were previously incarcerated. Formerly incarcerated individuals are invited to apply for any vacant Commerce position(s) in which they believe they are qualified.

Description of Work

Unleash your potential and make an impact! The Department of Commerce, Division of Workforce Solutions is currently accepting applications for the User Support Technician II in Raleigh

This is a full-time position (40 hours per week) with State Benefits , including health insurance, as well as retirement. **Salary Grade: DT05**
***Recruitment Range: $ 58,757 - $ 80,790 ***

The Division of Workforce Solutions (DWS) Support Services Unit is seeking a motivated and customer-focused User Support Technician II to serve as a key member of our Service Desk Support team. This position plays a vital role in ensuring technical assistance and support for a variety of programs, departments, and offices within the agency's IT network, including NCWorks Career Centers across the state.

As the first point of contact for technical support, the User Support Technician II is responsible for answering incoming calls, documenting and tracking service requests in the WITS ticketing system and providing timely and effective support to end users. This role offers direct consultation and guidance, helping users navigate authentication issues, unlock passwords, reset credentials, and troubleshoot a variety of technical challenges. The position promotes positive customer relationships by following established procedures, prioritizing service tickets, and ensuring a high standard of customer care.

Key Responsibilities:

• Serve as the initial point of contact for end-user technical support requests via phone or ticketing system.
• Document, track, and resolve technical issues using the WITS ticketing system.
• Provide assistance with user authentication across multiple systems and applications, including password resets and security verification.
• Troubleshoot common hardware, software, and connectivity issues; escalate complex problems as needed.
• Promote clear, friendly, and professional communication with users to ensure positive support experiences.
• Educate users on basic processes or troubleshooting steps as needed.

About the Division of Workforce Solutions
The mission of the North Carolina Division of Workforce Solutions (DWS) is to develop North Carolina's workforce talent, help individuals advance their career opportunities, and meet business workforce needs by connecting talent to jobs.

Incentives of NC State Employment

We value our employees and offer a wide variety of competitive and family-friendly benefits. Benefits to include:

• 12 Annual Paid Holidays
• North Carolina State Health Plan administered by Aetna
• Supplemental Benefits including Flexible Spending Accounts, Accident Insurance, Cancer & Specified Disease, Critical Illness, Dental and Vision
• NC State Retirement(TSERS)
• WeSave Employee Discounts

Learn more about new hire resources, safety, health, and wellness information, leave options, employee discounts and more by selecting the benefits link .

It is critical to our screening and salary determination process that applications contain comprehensive information. Information should be provided in the appropriate areas to include the beginning and ending dates of jobs worked, education with the date graduated, all work experience, and certificates/licenses. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.

Knowledge, Skills and Abilities / Competencies

The Knowledge, Skills, and Abilities listed below, along with the Minimum Education and Experience Requirements, are REQUIRED to qualify for this position. We will not review resumes in lieu of the Experience and Education listed on the application (additional statement below). Click these links for additional information: Introduction to the Job Application and Addressing Knowledge, Skills, and Abilities .

To qualify for this position, applicants must document on the application that they possess ALLof the following:

• Experience providing authentication support and resolving routine registration, password, and lockout issues.
• Knowledge of helpdesk or service desk environments and related best practices.
• Proficient in using ticketing systems and remote desktop tools such as SCCM Remote Desktop or GoTo Assist.
• Strong troubleshooting and problem-solving skills with the ability to document technical issues clearly.
• Excellent verbal and written communication skills.
• Ability to organize tasks, follow detailed procedures, and manage priorities effectively.
• Strong customer service orientation with the ability to build proactive and educational relationships with users.
• Ability to translate technical information into clear, user-friendly language for non-technical audiences.

Minimum Education and Experience Requirements

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 oshr.nc.gov/experience-guide for detail.

Associate's degree in computer science or an IT related field from an appropriately accredited institution and one year of experience in the information technology field related to the position s role; or

High school or General Educational Development (GED) diploma and three years of experience in the field of technology related to the position's role; or an equivalent combination of education and experience.

Supplemental and Contact Information

About the Department of Commerce

The North Carolina Department of Commerce is the state's lead agency for economic, community and workforce development. The department works with local, regional, national and international organizations to fulfill its mission to improve the economic well-being and quality of life for all North Carolinians. Commerce is an Equal Opportunity Employer who 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. Our Agency uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. All applicants must complete and submit a state application for employment using the NEOGOV Online Job Application System ( OSHR - Work for NC ) for the State of North Carolina. **PLEASE NOTE** It is critical to our screening and salary determination process that applications contain comprehensive information. Information should be provided in the appropriate areas to include the beginning and ending dates of jobs worked, education with the date graduated, all work experience, and certificates/licenses. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position. Resumeswill notbe accepted in lieu of completing this application. Answers to Supplemental Questions must refer to education or work experience listed on this application to receive credit. Degrees must be received from appropriately accredited institutions. To receive credit for your work history and credentials, you must list the information on the online application form. Any information omitted from the application cannot be considered in screening for qualifying credit. Attached or incorporated resumes (including Text resumes on application form)WILL NOTbe used for screening for qualifying credit. Please make sure you complete the application in full. "See Resume"or"See Attachment"will NOTbe accepted and will be considered an incomplete application and will not be processed. For additional information about applications and processes with the state of NC, please visit : How Do I Get the Job . For consideration for this vacancy, all applicants must complete an on-line application using this link, https://www.governmentjobs.com/Applications/Index/northcarolina . If multiple applications are submitted to an individual posting, only the most recent application received prior to the posting close date will be evaluated for consideration. Applications for positions requiring specific coursework must be accompanied by a copy of the applicant's transcript. If applicants earned college credit hours but did not complete a degree program, they must attach an unofficial transcript to each application to receive credit for this education. If applicants earned college credit hours but did not complete a degree program, they must attach an unofficial transcript to each application to receive credit for this education.

***INCLUDE ALL RELEVANT EDUCATION, WORK EXPERIENCE IN THE DESIGNATED EDUCATION AND WORK HISTORY SECTION ON THE FORMAL APPLICATION***

If you have student loans, becoming a state employee includes eligibility for the Public Service Loan Forgiveness Program. Visit www.studentaid.gov to learn more.

• Applicants seeking Veteran's Preference must attach a DD-214 Form (Certificate of Release or Discharge from Active Duty) to their applications.
• Applicants seeking National Guard Preference must attach a NGB 23A (RPAS) if they are a current member of the NC National Guard in good standing. If a former member of the NC National Guard who served for at least 6 years and was discharged under honorable conditions, they must attach either a DD256 or NGB 22.
• Applicants requesting and receiving an accommodation under the Americans with Disabilities Act (ADA) are eligible to submit paper applications via mail or by fax.

Re-Entry for Formerly Incarcerated Individuals
Our Agency supports the Governor's Executive Order 303 which seeks to re-employ individuals that were previously incarcerated. Formerly incarcerated individuals are invited to apply for any vacant Commerce position(s) in which they believe they are qualified. By providing the requested information, you certify that you have given true, accurate and complete information on this attachment to the best of your knowledge. In the event confirmation is needed in connection with your work, you authorize educational institutions, associations, registration and licensing boards, and others to furnish whatever detail is available concerning your qualifications. You authorize investigation of all statements made in this application and understand that false information or documentation, or a failure to disclose relevant information may be grounds for rejection of your application, disciplinary action or dismissal if you are employed, and(or) criminal action. You further understand that dismissal upon employment shall be mandatory if fraudulent disclosures are given to meet position qualifications (Authority: GS 126-30, GS 14- 122.1).

Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account and click "Application Status." If you are selected for an interview, you will be contacted by management. If you are no longer under consideration, you will receive an email notification. For technical issues with your application, please call the GovernmentJobs.com Applicant Support Help Line at 855.524.5627.
Samantha Costa
Recruitment/Salary Admin Tech
North Carolina Department of Commerce
[e-mail]