User Support Specialist (Flexible/Hybrid)  Salary $67,900.00 - $101,851.00 Annually Location Wake County, NC Job Type Permanent Full-Time Remote Employment Flexible/Hybrid Job Number 25-03753 60034652 SHRA Department Department of Information Technology Division DIT Secretary & CIO Opening Date 03/19/2025 Closing Date 4/3/2025 5:00 PM Eastern Job Class Title User Support Specialist Position Number 60034652 Salary Grade

DT07 DESCRIPTION

BENEFITS QUESTIONS Description of Work Are you ready to take the next step in your career? Discover why NCDIT is the ideal destination for your professional growth - Why Work for NCDIT We currently have an opening for a User Support Specialist The position is designated Statutory Exempt and is exempt from the State Human Resources Act This is an anticipated vacancy. This position is expected to become vacant on 3/24/2025 Are you an experienced User Support Specialist with a passion for optimal customer service and managing mission-critical initiatives? If you are ready to take your career to the next level, we encourage you to apply for this exciting opportunity today! The User Support Specialist will join the Technology Team within the Department of Environmental Quality (DEQ), which supports the business units in providing high-quality customer service and guidance on technology systems and related initiatives. Duties include, but are not limited, to: Utilize DEQ's IT Service Management tools to monitor queues, document work, and effectively communicate with technical resources. Use the issue tracking system to document and communicate the progress and resolution of all requests. Participate in technical team projects, including creating project plans and resolving technical issues. Ensure the maintenance of applications vital to the Business Unit, including management of security patches and user access modifications. Report any issues related to application maintenance to the corresponding Section Chief, with copies sent to the Regional IT Manager. Communicate effectively with impacted Divisions and employees regarding project updates and technical challenges. About the Organization The N.C. Department of Information Technology (NCDIT) serves as the Technology Center for the State of NC. Services that NCDIT provides reach a client base of state and local government agencies, as well as schools, colleges and universities. NCDIT's mission is to enable trusted business-driven solutions that meet the needs of North Carolinians. NCDIT provides technology services to state agencies and is charged with closing the digital divide by expanding availability of broadband services and promoting the adoption of affordable, high-speed internet. As NCDIT's services reach North Carolina residents from all backgrounds, we believe that our workforce should reflect the demographics of the state. The workforce is our most valuable asset to recognize, understand and meet the IT needs of our constituents across North Carolina. Our agency's culture is derived through the implementation of thoughtful, practical, innovative and data-driven strategies. We are an Employment First state, ensuring that people with disabilities have equal opportunities to succeed in the state government workplace (Executive Order 92). NCDIT supports recent executive orders to address pay equity for women (Executive Order 93), establish paid parental leave for birth, adoption, and foster care (Executive Order 95), and implement fair chance policies (Executive Order 158). NCDIT also has several initiatives designed to help past and current military personnel and their spouses find rewarding careers with us. Join a team that welcomes, values, respects and supports all members of our work community. 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. 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 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 refer to Dept. of Public Safety process; this process is the same for Dept. of Information Technology.) To qualify for this position, applicants must document on the application that they possess ALL of the following: Demonstrated experience providing customer service Demonstrated experience independently resolving problems through system analysis and/or troubleshooting procedures to support end-users/clients effectively Demonstrated experience with different types of computer hardware, mobile devices, software, and networking protocols and/or communications The following Management Preferences are not required, but applicants that possess these skills are preferred: Demonstrated team-oriented interpersonal skills Demonstrated analytical and problem-solving skills 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. Bachelor's 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 position's 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 position's role; OR High School or General Educational Development (GED) diploma and five years of experience in the information technology field related to the position's role; OR an equivalent combination of education and experience. Supplemental and Contact Information The North Carolina Department of Information Technology (DIT) is an Equal Opportunity Employer who embraces an Employment First philosophy which consists of complying with all federal laws, state laws and Executive Orders. NCDIT uses the Merit-Based Recruitment and Selection Plan to fill posted positions. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position. The Department of Information Technology will not accept "See Resume" or inserted text resumes in lieu of all work experience and education completed on the application. Employment at NCDIT is contingent upon a satisfactory background check. Applicants seeking Veteran's Preference must attach a DD form 214, Certificate of Release or Discharge from Active Duty, along with your application. Applicants seeking National Guard Preference must attach a NGB 23A (RPAS) if you are a current member of the NC National Guard in good standing. If you are a former member of the NC National Guard who served for at least 6 years and was discharged under honorable conditions, you must attach either a DD256 or NGB 22. Applicants applying for positions that require specific coursework, must upload and attach a copy of the transcript with their application. Applicants with relevant professional certifications to the posted job must attach proof of active certification along with the information in the "Certificates and Licenses" section. If applicants earned college credit hours but did not complete a degree program, they must attach an official transcript to each application to receive credit for this education. If applicants earned a foreign degree, foreign degrees require an official evaluation for U.S. equivalency, and must be submitted to Human Resources for verification. There are several organizations that perform this specialized service, feel free to use any service of your choosing. The National Association of Credential Evaluation Services (NACES) has several options on their website that can provide credential verification: https://www.naces.org/members

HYBRID/FLEXIBLE WORK SCHEDULES

At NCDIT, we are dedicated to fostering a collaborative and flexible work environment, offering a hybrid remote work option for positions that are conducive to remote flexibility. If you do not currently reside within a reasonable commuting distance of the assigned duty station, new hires are granted up to 120 days from their start date to relocate. This relocation ensures the ability to work onsite multiple days per week. If you're eager to contribute to a dynamic workplace, we encourage you to apply!

COMPENSATION & BENEFITS

The state of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees.

Some highlights include:

The best funded pension plan/retirement system in the nation according to Moody's Investor's Service Twelve (12) holidays/year Fourteen (14) vacation days/year which increase as length of service increases and accumulate year-to-year Twelve (12) sick days/year which are cumulative indefinitely Longevity pay lump sum payout yearly based on length of service 401K, 457, and 403(b) plans Learn more about employee perks/benefits: Why Work For NC?

NC OSHR:

Benefits

NC OSHR:

Total Compensation Calculator To apply for this position, please click the "Apply" link above (on the Government Jobs website) or visit https://www.governmentjobs.com/Applications/Index/northcarolina to complete an on-line application. 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. If there are any questions about this posting other than your application status, please contact: NCDIT Human Resources Spencer Barrett [email protected]