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User Support Specialist - Wake County

In Navarra United States

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User Support Specialist - Wake County   

JOB TITLE:

User Support Specialist - Wake County

JOB TYPE:

Full-time

JOB LOCATION:

Wake County, NC Navarra United States

JOB DESCRIPTION:

*This is a REPOST of 60087023.
Previous applicants MUST reapply in order to be considered.
*


The User Support Specialist position is responsible for the initial preparation, deployment, and day-to-day support of all desktop and mobile computers, printers, and other technology-based equipment for the NC State Highway Patrol's Technical Services Unit (TSU).
This position requires a vast knowledge of various computing operating systems, hardware platforms and peripheral devices, computer imaging processes, and PC/network troubleshooting methodologies.
The assigned work location is Raleigh, NC (Wake County).


Additional job responsibilities include, but are not limited to, the following:

  • Comprehending, interpreting and analyzing routine and non-routine IT problems.
  • Utilizing knowledge of emerging technologies and trends to enhance the overall SHP IT service offering.
  • Preparing detailed reports and presenting facts clearly and concisely in both oral and written forms.
  • Effectively interacting with and providing high quality support to a broad range of end-users with varying skillsets for off-the-shelf software and other proprietary applications employed by the organization.
  • Exhibiting and applying keen attention to detail when completing daily assignments/tasks.
  • Possessing and demonstrating strong analytical, communication and interpersonal skills.
  • Creating and maintaining collegial working relationships with co-workers while contributing to a positive and inclusive work environment.
  • Completing other duties/tasks as assigned by immediate supervisor .
Technical Support and Consultancy Skills (70%)
  • Maintaining responsibility for the preparation, deployment, replacement and day-to-day support of all desktop and mobile computers, printers, and other peripheral equipment for the North Carolina State Highway Patrol (SHP).
  • Maintaining responsibilty for configuration and end-user support for all software products employed by the organization.
  • Regularly interacting and consulting with a broad range of end-users of various skill levels in order to fully support the mission of the Highway Patrol.
    Support channels include telephone, e-mail, on site and help desk requests.
  • Serving as a support POC for all desktop and mobile technologies as directed by the User Support Manager and decision-makers within the NC State Highway Patrol's Technical Services Unit (TSU).
Technical Solutions Development (20%)
  • Troubleshooting and managing maintainenance of all desktop and mobile technology components within the SHP Enterprise.
  • Using creative thinking to solve routine and non-routine IT issues for the betterment of TSUs overall service offering.
  • Researching and testing of new technologies to support the day-to-day mission of SHP's information technology needs.
  • Assessing and supporting the changing needs of SHP by keeping up with emerging technologies and industry best practices.
Planning and Organizing (10%)
  • Participating in the PC Support Section strategic planning process which sets the direction and standard for future hardware and software implementations for the SHP.
  • Assisting with inventory accuracy and tracking of all SHP desktop and mobile computers and associated peripherals.

This is a full-time position (40 hours per week) with nc.
gov/state-employee-resources/benefits\">State Benefits
.
The typical work schedule is Monday-Friday 8:00AM-5:00PM.


Note to Current State Employees:
The salary grade for this position is DT07.
State employees are encouraged to apply for positions of interest even if the salary grade is the same as, or lower than, their current position.
If selected for this position, a new salary will be recalculated taking into consideration the quantity of relevant education and experience, funding availability, and internal equity.
Based upon these factors, a pay increase MAY result.


About the NC State Highway Patrol - Technical Services Unit (TSU):
The mission of the North Carolina State Highway Patrol (NCSHP) is to safeguard and preserve the lives and property of the people in North Carolina.
The NCSHP's Technical Services Unit (TSU) supports all information technology needs of the organization and serves to facilitate and enhance SHPs public safety mission.
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 Experience and Education listed on the application.
Click these links for additional information: youtube.
com/watch?v=fx2rMwn6r9k&t\">Introduction to the Job Application
and youtube.
com/watch?v=6TT1nG5G0FM\">Addressing Knowledge, Skills and Abilities
.
(Note: These links were created for applicants of Dept.
of Public Safety jobs and may not reflect the policies or procedures of other State agencies.
)

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

  • Advanced/expert level experience with and/or knowledge of Microsoft 365.
  • Advanced/expert level experience with and/or knowledge of Windows Operating Systems.
  • Advanced/expert level experience with and/or knowledge of computer imaging methodologies.
  • Experience with and/or knowledge of basic networking concepts.
MANAGEMENT PREFERENCES

:

  • Experience analyzing and/or assessing client needs to develop and/or recommend effective, appropriate solutions.
  • Intermediate to advanced level experience with Microsoft Teams.
  • Intermediate to advanced level experience with SharePoint.
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
nc.
gov/experience-guide\">oshr.
nc.
gov/experience-guide
for details.

Bachelors degree in computer science or an IT related field from an appropriately accredited institution and two years of experience in the information technology field related to the positions role;

or Associate degree in computer science or an IT related field from an appropriately accredited institution and three years of experience in the information technology field related to the positions role;

or High School or General Educational Development (GED) diploma and five years of experience in the information technology field related to the positions role;

or an equivalent combination of education and experience.

The North Carolina Department of Public Safety (DPS) 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.


DPS 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.


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.
Resumes will not be 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.


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.
For questions about this posting other than your application status, please contact MG Orman, SHP Employment Specialist at martha.
orman@ncshp.
gov
.

Position Details

POSTED:

EMPLOYMENT:

Full-time

SALARY:

98407 per year

SNAPRECRUIT ID:

S-1707364801-c4ce80f5f6a6851efff1dae30739bfa9

LOCATION:

Navarra United States

CITY:

Wake County, NC

Job Origin:

jpick2

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User Support Specialist - Wake County    Apply

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*This is a REPOST of 60087023. Previous applicants MUST reapply in order to be considered.*

The User Support Specialist position is responsible for the initial preparation, deployment, and day-to-day support of all desktop and mobile computers, printers, and other technology-based equipment for the NC State Highway Patrol's Technical Services Unit (TSU). This position requires a vast knowledge of various computing operating systems, hardware platforms and peripheral devices, computer imaging processes, and PC/network troubleshooting methodologies. The assigned work location is Raleigh, NC (Wake County).

Additional job responsibilities include, but are not limited to, the following:

  • Comprehending, interpreting and analyzing routine and non-routine IT problems.
  • Utilizing knowledge of emerging technologies and trends to enhance the overall SHP IT service offering.
  • Preparing detailed reports and presenting facts clearly and concisely in both oral and written forms.
  • Effectively interacting with and providing high quality support to a broad range of end-users with varying skillsets for off-the-shelf software and other proprietary applications employed by the organization.
  • Exhibiting and applying keen attention to detail when completing daily assignments/tasks.
  • Possessing and demonstrating strong analytical, communication and interpersonal skills.
  • Creating and maintaining collegial working relationships with co-workers while contributing to a positive and inclusive work environment.
  • Completing other duties/tasks as assigned by immediate supervisor .
Technical Support and Consultancy Skills (70%)
  • Maintaining responsibility for the preparation, deployment, replacement and day-to-day support of all desktop and mobile computers, printers, and other peripheral equipment for the North Carolina State Highway Patrol (SHP).
  • Maintaining responsibilty for configuration and end-user support for all software products employed by the organization.
  • Regularly interacting and consulting with a broad range of end-users of various skill levels in order to fully support the mission of the Highway Patrol. Support channels include telephone, e-mail, on site and help desk requests.
  • Serving as a support POC for all desktop and mobile technologies as directed by the User Support Manager and decision-makers within the NC State Highway Patrol's Technical Services Unit (TSU).
Technical Solutions Development (20%)
  • Troubleshooting and managing maintainenance of all desktop and mobile technology components within the SHP Enterprise.
  • Using creative thinking to solve routine and non-routine IT issues for the betterment of TSUs overall service offering.
  • Researching and testing of new technologies to support the day-to-day mission of SHP's information technology needs.
  • Assessing and supporting the changing needs of SHP by keeping up with emerging technologies and industry best practices.
Planning and Organizing (10%)
  • Participating in the PC Support Section strategic planning process which sets the direction and standard for future hardware and software implementations for the SHP.
  • Assisting with inventory accuracy and tracking of all SHP desktop and mobile computers and associated peripherals.

This is a full-time position (40 hours per week) with State Benefits. The typical work schedule is Monday-Friday 8:00AM-5:00PM.

Note to Current State Employees:
The salary grade for this position is DT07. State employees are encouraged to apply for positions of interest even if the salary grade is the same as, or lower than, their current position. If selected for this position, a new salary will be recalculated taking into consideration the quantity of relevant education and experience, funding availability, and internal equity. Based upon these factors, a pay increase MAY result.

About the NC State Highway Patrol - Technical Services Unit (TSU):
The mission of the North Carolina State Highway Patrol (NCSHP) is to safeguard and preserve the lives and property of the people in North Carolina. The NCSHP's Technical Services Unit (TSU) supports all information technology needs of the organization and serves to facilitate and enhance SHPs public safety mission.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 Experience and Education listed on the application.Click these links for additional information: Introduction to the Job Application and Addressing Knowledge, Skills and Abilities. (Note: These links were created for applicants of Dept. of Public Safety jobs and may not reflect the policies or procedures of other State agencies.)

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

  • Advanced/expert level experience with and/or knowledge of Microsoft 365.
  • Advanced/expert level experience with and/or knowledge of Windows Operating Systems.
  • Advanced/expert level experience with and/or knowledge of computer imaging methodologies.
  • Experience with and/or knowledge of basic networking concepts.
MANAGEMENT PREFERENCES

:

  • Experience analyzing and/or assessing client needs to develop and/or recommend effective, appropriate solutions.
  • Intermediate to advanced level experience with Microsoft Teams.
  • Intermediate to advanced level experience with SharePoint.
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. Seeoshr.nc.gov/experience-guidefor details.

Bachelors degree in computer science or an IT related field from an appropriately accredited institution and two years of experience in the information technology field related to the positions role;

or Associate degree in computer science or an IT related field from an appropriately accredited institution and three years of experience in the information technology field related to the positions role;

or High School or General Educational Development (GED) diploma and five years of experience in the information technology field related to the positions role;

or an equivalent combination of education and experience.

The North Carolina Department of Public Safety (DPS) 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.

DPS 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.

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. Resumes will not be 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.

  • Applicants seeking Veteran's Preference must attach aDD-214 Member-4 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.
  • 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 applying for a Juvenile Justice & Delinquency Prevention position certified through the NC Dept. of Justice - Criminal Justice Standards Division, please click this link for specific certification requirements: Juvenile Justice Officer & Juvenile Court Counselor Certification
  • The NC Dept. of Public Safety 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 in the Division of Juvenile Justice & Delinquency Prevention: PREA Hiring and Promotion Prohibitions
  • Per NC General Statute 143B-972.1, applicants hired into a position certified as a criminal justice officer or justice officer are required to electronically submit fingerprints to the NC State Bureau of Investigation for a state and national criminal history record check and enrollment in the FBIs Next Generation Identification System: Criminal Justice Record of Arrest and Prosecution Background Service (RAP Back). This is in addition to submitting fingerprints during the application process.

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. For questions about this posting other than your application status, please contact MG Orman, SHP Employment Specialist at martha.orman@ncshp.gov.

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