User Support Technician II – EHRA – Early Career

Summary: The N.C. Department of Information Technology serves as the Technology Center for the State of NC, providing essential technology services. They are seeking a User Support Technician II to serve as the central point of contact for reporting computer problems and requests, providing technical support to a diverse range of customers. Responsibilities: - Respond to incoming telephone or email inquiries and request for assistance - Record, update, and assign tickets within our ServiceNow System - Resolve level 1 requests such as password reset - Elevates complex and/or high priority problems to the appropriate support groups for resolutions - Periodically assist other sections by performing software installations, PC image installations, hardware replacements, application testing etc Required Qualifications: - Associate 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 - 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 - Shall be a citizen of the United States - Shall be at least 18 years of age - Shall agree to a fingerprint-based background search - Strong communication, time management, technical and problem-solving skills - Ability to use an array of technical resources for providing timely and accurate technical support Preferred Qualifications: - Experience with Customer Service protocols, Windows 10, Windows 11, ServiceNow incident tracking system, basic PC and networking principles and Microsoft Office products - Working knowledge of VPN, Active Directory and Microsoft Exchange - Ability to communicate with a wide variety of users in both oral and written formats and should be able to convey technical issues to customers, peers and to specialists Required Skills: Customer Service, Windows 10, ServiceNow Important Skills: Networking Principles, Microsoft Office, VPN, Active Directory, Microsoft Exchange Nice-to-Have Skills: Technical Support, Problem Solving, Communication Skills, Time Management