User Support Technician

Agency Adult Correction

Division COO - OPS
- Institutions Operations Job Classification Title User Support Technician I (S)
Position NumberGradeDT
04

About UsThe NC Department of Adult Correction is one of the largest state agencies with more than 14,000 employees. It is responsible for safeguarding and preserving lives and property through prevention, protection, and preparation as well as the care, custody, and supervision of all adults sentenced for violating North Carolina laws. This department includes state prisons with custody, healthcare, and facility operations staff as well as probation/parole officers who supervised sentenced people in the community.

Other divisions include Administration, Health Services, Rehabilitation & Reentry, Special Operations and the Post-Release Supervision & Parole Commission. We have a mission that matters!

Description of Work This position is located at Craven Correctional Institution in Vanceboro, NC, Craven County. The prison is a Medium Custody Adult Male Felon Diagnostic Processing Center which houses 850 offenders. Employees in this class provides consultation, support, and/or training to users of computer or other information technology-based systems located throughout the facility, as well as basic support of hardware, software, operating systems and networking.

Knowledge

Skills and Abilities

/Management Preferences Key Duties Include :

- This position requires a basic knowledge and understanding of a wide variety of technologies to effectively support users’ technical needs.

- This position interacts with a broad range of users requiring strong communication skills and the ability to use a variety of technical resources for providing technical support.

- May provide routine support for a broad range of information related technologies or may provide in-depth support for a narrowly defined area of technology.

Planning and organizing – Ability to organize and follow complex and/or detailed technical procedures. Ability to work independently to perform tasks with minimal supervision.

Technical Knowledge
- Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions. Working knowledge of specific software and hardware installation processes and procedures. Knowledge of system security protocols. Demonstrates broad working knowledge in specialty areas within the work unit. Utilize and apply knowledge of data and system tables to perform work.

Technical Solution Development
- Apply technical knowledge of software and systems to provide information to design teams for improvisation or development of new features. Apply analytical process to identify or understand recurring problems and recommend solutions. Ability to document solutions that solve client problems and clearly present these solutions. Ability to identify and understand reoccurring problems and recommend solutions.

Technical Support
- Ability to resolve some non-routine problems using standard troubleshooting techniques or information from research. Ability to resolve problems and issues escalated from lower-level technicians.

Consultancy Skills
- Ability to apply technical knowledge and effective communication skills to identify business needs and develop a plan for resolving.

Knowledge

Skills and Abilities

/Management Preferences:

Salary Range: $56,772 - $85,159

Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement.

The Knowledge, Skills, and Abilities (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred:

Documented knowledge of providing hardware and software technical support.

Documented knowledge of various DAC Mainframe and Web applications - OPUS, HERO, NCIDDocumented knowledge ofThis posting will close at 11:59 p.m. the night BEFORE the end date listed above.

Compensation and Benefits The State of North Carolina offers a comprehensive benefits package including:

Health Insurance options

Retirement PlansNC Flex Supplemental Benefits Paid Vacation, Sick, and Community Service…