User Support Service Lead  Salary $63,163.00 - $94,745.00 Annually Location Wake County, NC Job Type Time-Limited Full-Time Job Number 25-01203 Department Dept of Public Safety Division National Guard Opening Date 02/06/2025 Closing Date 2/17/2025 5:00 PM Eastern Job Class Title User Support Service Lead Position Number 65040656 Salary Grade DT06 Recruitment Range $63,163-$94,745 DESCRIPTION BENEFITS QUESTIONS Description of Work As of January 1st, 2025, the new salary range will be $63,163-$94,745. Start your journey towards success! We are currently accepting applications for a User Support Service Lead at NC National Guard of the North Carolina Department of Public Safety. This is a full time

TIME-LIMITED

position (40 hours per week) with State Benefits for a limited duration of time (with the potential to extend up to 36months). This is a repost, previous applicants are encouraged to reapply. The primary purpose of the User Support Service is to serve as the primary interface between the incumbent's assigned organization and all information systems customers associated with the C4 mission. Responsible for management of the organization's customer support help desk and maintenance of the workload accounting database using help desk software. Customer Service Provide solutions to customer requests for assistance in resolving hardware and software problems. Ensure all employees are keeping an accurate record of customer service in KACE. Ensure the IT Operations Division (ITOPS) of G6 is providing excellent customer serviced aligned with the Army Values and needs of the organization. Ensure that higher level NCNG Leader and General Officer customer requests are expedited, completed, and forwarded to the Director of ITOPS in a timely manner for situational awareness. Systems Administration Perform systems administration activities necessary to maintain computer availability of all G6 managed IT systems to include monitoring of system functions and performance. Maintain software and hardware in a multi-platform environment. Troubleshoot computer failures and provide recommendations for remediation. Technical Support Provide technical support to the G6 customer base via the G6 Service Desk (x46342) and KACE Portal. Must be able to diagnose system failures to isolate sources of problems between equipment, software, and applications programs in the technician's area of responsibility. Provides technical support for all G6 IT systems. Provide technical assistance to other External/ Internal personnel as required. Ensures all conference room IT systems and building digital signage systems are set up and prepared for use. Project Reporting Opens trouble tickets for all support work and projects conducted and accounts for time in no more than 30-minute increments. Completes all required ticket fields and updates all tickets regardless of status at a minimum of weekly. Ensures all assigned tickets are properly closed. Responsible for facilitation of G6 ticket workflows, to include assignment and follow up, ensuring efficiency is maintained in support of organizational requirements and overdue tickets are kept to a minimum. Note to

Current State Employees:

The salary grade for this position is DT06. 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

North Carolina National Guard:

The NCNG is a military force comprised of citizen Soldiers and Airmen sworn to support and defend the Constitutions of the United States and the State of North Carolina. We trace our heritage back to the 1663 Carolina Charter granting authority to levy, muster, and train men. In recent years, the NCNG reshaped itself in accordance with guidance from the Chief, National Guard Bureau and the Departments of the Army and Air Force. This transformation changed the NCNG's focus and structure from that of a strategic reserve to a modern, operational force. The NCNG postures itself in an evolving environment for success in meeting both current and future mission requirements, while maintaining a Ready, Reliable, Responsive and Relevant force (R4). It consists of a diverse workforce with varied backgrounds, education, and perspectives. On order, the North Carolina National Guard's Always Ready-Ready Team deploys military capabilities, in support of State and/or National authorities, in order to protect the lives and properties of fellow Citizens, defend the State and Nation, and secure our American way of life. About the NC Dept. of Public Safety (DPS): The mission of DPS is to safeguard and preserve the lives and property of the people of North Carolina through prevention, protection, and preparation. DPS is comprised of approximately 6,000 permanent positions and nearly 13,000 NC National Guard soldiers and airmen. DPS employees help to ensure North Carolina is a safe place to live, work and visit through effective law enforcement, juvenile justice programs, emergency response and recovery and homeland security preparedness. "Per 5 CFR 731, upon appointment, applicant must be able to obtain a favorable suitability and fitness determination from a Tier 1 background investigation conducted by the Office of Personnel Management. Failure to obtain a favorable determination may result in termination of employment." Knowledge, Skills and Abilities / Competencies DPS uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. The Knowledge, Skills and Abilities (KSAs) listed below, along with the Minimum Education and Experience (E&E) are

REQUIRED

to qualify for this position. All work history and education (including accurate dates of employment/attendance) must be documented on the application. Supplemental Questions are also a required part of the application: answers must reference education or work experience listed on the application. A complete, all-inclusive application maximizes an applicant's potential to qualify for the position, as well as the highest possible salary. Salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position. State Government Application Resources | NC Office of Human Resources [Resumes may be attached as a supplement to the application but are not a substitution for a complete application.] To qualify for this position, applicants must demonstrate ALL of the following

KSAs:

Experience with a range of technical understanding to independently resolve routine and non-routine issues on software and/or hardware Experience identifying trends and makes suggestions for technical modifications to solve future problems. Experience mentoring and training peers and others. Experience working independently on tasks, developing own work, scheduling, consulting with other IT professionals, Experience monitoring progress against defined parameters. 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 oshr.nc.gov/experience-guide for details. For more information about the about clarifying the E&E and/or requesting a transcript, click here. Bachelor s degree in computer science or an IT related field from an appropriately accredited institution plus one year 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 two years of experience in the information technology field related to the position s role; or High school or General Educational Development (GED) diploma and four years of experience in the field of technology related to the position's role; or an equivalent combination of education and experience. Supplemental and Contact Information 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. Consistent with the Americans with Disabilities Act (ADA), we are committed to full inclusion of qualified applicants and will review requests for reasonable accommodation to perform essential job functions during the hiring process or while on the job. Public Service Loan Forgiveness Program For applicants with student loans, becoming a state employee may include eligibility for the Public Service Loan Forgiveness Program. Visit www.studentaid.gov to learn more. Transcripts Degrees and transcripts must be received from appropriately accredited college or university. Applicants who earned college credit hours but did not complete a degree program, must attach an unofficial transcript to receive credit for education. International degrees and transcripts must be evaluated for accreditation by a recognized evaluation service by the closing date of this posting. Failure to provide documentation may result in ineligibility. The National Association of Credential Evaluation Services (NACES) has several options to provide credential verification: https://www.naces.org/members. Military Experience Applicants seeking Veteran's Preference must attach a DD-214 Form (Certificate of Release or Discharge from Active Duty that includes Character of Discharge - Member 4 or Service 2 form) to the application. Applicants seeking

National Guard Preference:

A current member of the North Carolina National Guard in good standing must attach a NGB 23A (RPAS). A former member of the North Carolina National Guard who served for at least 6 years and were discharged under honorable conditions, must attach either a DD256 or NGB 22. 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." PREA Hiring and Promotion Prohibitions Due to the volume of applications received, we are unable to provide information regarding the status of your application. Please log in to your Government Jobs account and click "Application Status." If you are selected for an interview, you will be contacted by the hiring manager. If you are no longer under consideration, you will receive an email notification.