User Support Technician I  Salary $54,657.00 - $81,986.00 Annually Location Wake County, NC Job Type Permanent Full-Time Remote Employment Flexible/Hybrid Job Number 25-01986 Department Dept of the Secretary of State Division Information Technology Opening Date 02/10/2025 Closing Date 2/14/2025 5:00 PM Eastern Job Class Title User Support Technician I Position Number 60094562 Section Information Technology Salary Grade DT04 Recruitment Range $54,657 - $65,604 DESCRIPTION BENEFITS Description of Work ~

RECRUITMENT RANGE

$54,657 - $65,604/DT04~ ~

POSTING FOR INTERNAL NC SECRETARY OF STATE EMPLOYEES ONLY

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NC SECRETARY OF STATE TEMPORARY EMPLOYEES MAY

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DESCRIPTION OF WORK

Perform tasks to aid in the on-going support of computer users. Provide hardware and software support to users including but not limited to, technical advice on software packages, LAN/hard disk back-ups for disaster recovery, hardware and software installation, and disk imaging. Respond to user tickets in a timely fashion. Performs first line of professional IT support and troubleshoots basic/routine issues. Duties require excellent customer service and strong communication skills in a customer-facing environment. Perform user account unlock, and password set in both Active Directory and NCID. Knowledge, Skills and Abilities / Competencies Knowledge of computers and related information technology devices. Experience providing technical support over the phone or by use of a remote support tool Ability to communicate effectively with clients who may not be coherent in clarifying problem situations. Ability to work under considerable time constraints and other demands. Ability to establish and maintain effective working relationships. Proficient typing, grammar, and spelling skills are required. Capable of resolving routine problems based on existing documentation, training, and resources. Demonstrate a sense of ownership of problems. Establish proactive relationships with customers, including providing education to customers as appropriate. Basic understanding Active Directory and NCID Ability to use problem-solving skills to resolve or refer issues; quality and compliance driven. Some experience using knowledge-based incident/service request response software. Ability to organize and follow complex and/or detailed technical procedures. 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 the Education and Experience Equivalency Guide for details. Associate degree in computer science or an IT related field from an appropriately accredited institution; or High school or General Educational Development (GED) diploma and two years of experience in the field of technology related to the position's role. Coursework in computer or information technology may be substituted year-for-year for the required experience; or an equivalent combination of education and experience. Supplemental and Contact Information To apply for this position, please click the "Apply" link on the Government Jobs website or visit Job Opportunities with the Secretary of State to complete an online application. Applications that include "see attached" or rely solely on resumes instead of completing the formal application's education and work experience sections will be considered incomplete and ineligible for consideration for the vacancy. Unless explicitly requested in the vacancy announcement (e.g., transcripts, proof of licensure or certification), all attachments are considered optional and will not be reviewed during the initial screening to assess the applicant's eligibility for the vacancy. Applicants seeking Veteran's Preference must attach a DD Form 214, Certificate of Release or Discharge from Active Duty, along with their application. Applicants seeking National Guard Preference must attach a NGB 23A (RPAS) if currently serving as a member of the NC National Guard in good standing. If you are a former member of the NC National Guard with a service tenure of at least 6 years and an honorable discharge, please attach either a DD256 or NGB 22. The North Carolina Department of the Secretary of State is committed to Equal Opportunity Employment and employs the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified candidates. The actual salary will be determined based on relevant competencies, knowledge, skills, and abilities, as well as considerations for internal equity and budgetary considerations pertinent to the advertised position. 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. The State of North Carolina offers health insurance, twelve paid holidays, one personal observance leave day, generous vacation and sick leave accrual, dental and vision coverage, and additional insurance options, along with retirement benefits. Detailed information about our benefits can be found at 

NC OSHR:

Benefits. If you are having technical issues submitting your application, please call the NC Office of State Human Resources at 984-236-0800. For further information, please contact:

APRIL TIBBS, ASSISTANT HR DIRECTOR

North Carolina Secretary of State Human Resources | Old Revenue Building 2 S. Salisbury Street | Raleigh, NC 27601

Phone:

(919) 814-5331 |

Fax:

(919) 814-5395

Email:

[email protected] Employer State of North Carolina Website http://www.secstate.state.nc.us/ JOB

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