IT Support Technician 1 | Information Services Division | Tumwater

Summary: The North Carolina Department of Agriculture and Consumer Services is seeking an IT Support Technician 1 for their Information Services Division located in Tumwater, Washington. This role involves providing first-line technical support, managing IT service desk workflows, and assisting field support staff with technical issues. Responsibilities: - Provide first-line technical support to customers, ask questions and work to provide or explain possible solutions - Performs initial problem diagnosis, determines structured responses to known issues - Processes requests for resources, such as new users, change access and similar - Use helpdesk software to log calls with descriptions of issues, progress and solutions. Follow up on outstanding requests to ensure timely resolution - Troubleshoots and remediates computer workstation, printer, network connectivity, and software issues and initiates customer service tickets and documents all troubleshooting steps taken - Escalates complex incidents and requests based on customer impact and access limitations – sometimes advanced fact gathering is required to more clearly define area of the problem - Resets passwords in agency applications and network services - Perform software installations on customer computers - Provides support for questions and navigation help in all agency applications using a knowledge base or known errors database - Provide regularly scheduled on-site technical support for agency personnel. Perform troubleshooting and resolution of documented issues related to software and hardware - Provide technical support for conference room technology - Perform software installation - Activate Network Ports - Customer training in all interactions Required Qualifications: - High school graduation or equivalent - One year of Customer Service experience with an emphasis on first call resolution and follow-through Preferred Qualifications: - Basic understanding of TCP/IP, Active Directory (user creation/deletion, password resets), and anti-virus concepts - 12 Months experience supporting software products such as Microsoft Word, Excel and Outlook - Comp TIA A+ certification, Microsoft Certified: Fundaments, ITIL Foundation, or similar certifications related to Service Desk, Networks or System Administration Required Skills: TCP/IP, Active Directory, Antivirus concepts, Microsoft Word, Microsoft Excel, Microsoft Outlook, CompTIA A+ certification, Microsoft Certified Fundamentals, ITIL Foundation Benefits: Medical/Dental/Vision for employees & dependent(s), Vacation, Sick, and Other Leave, 11 Paid Holidays per year, Public Employees Retirement System (PERS) plans, Life Insurance, Dependent Care Assistance, Flexible Spending Accounts, Public Service Loan Forgiveness, Tuition Waiver, Deferred Compensation, Employee Recognition Leave, Flexible schedules and part-time/hybrid telework options, A Wellness Program, an Infants in the Workplace Program, and the Employee Assistance Program, which provides counseling, webinar, and other cost-free support resources, Numerous employee-driven affinity groups to foster community and connection, including Bereavement, Elder Care, Parenting, POC, LGBTQ+, Veterans and more, Multiple medical plans with affordable monthly premiums that offer coverage throughout the state, Medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses, Basic life and long-term disability insurance, with the option to purchase additional coverage amounts, Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction, Washington State Employee Assistance Program promotes the health and well-being of employees, Washington Public Employees' Retirement System (PERS) with two employer contributed retirement programs, Deferred Compensation Program (DCP), a supplemental retirement savings program, Coverage by the federal Social Security and Medicare systems, Public Service Loan Forgiveness Program if qualified, Paid holidays and one paid personal holiday per calendar year, Paid military leave of 21 days per year, Five (5) days of paid bereavement leave for most employees, Leave Sharing, Parental Leave, Family and Medical Leave Act (FMLA), Leave Without Pay