Tier 1 Phone Help Desk Rep

Agency Dept of Health and Human Services

Division SEC OFFICE - INFO TECH - NC FASTJob Classification Title User Support Technician I (NS)
Position NumberGradeDT
04

About UsThe North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.

Description of Work Performs first line NCFAST Application and IT support to troubleshoot basic and routine issues. Supports all 100 county offices related to NCFAST Economic Benefits. Duties require excellent customer service and strong communication skills in a customer-facing environment. Duties involve gathering information on the user's situation, referring to manuals or documentation to resolve the situation, and escalating more technical situations to other technical professionals.

Knowledge,

Skills and Abilities

/ Competencies Knowledge of computers and related information technology devices.

Experience providing technical support over the phone and recording details into an IT Service Management application.

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 of ITIL V3 processes such as Incident Management, Problem Management, and Change Management.

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.

Knowledge

Skills and Abilities

/Management Preferences Salary Grade Range: $56,772.00 - $85,159.00

Recruitment Range: $54,657.00 - $81,986.00

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:

Knowledge of social services and Medicaid programs and systems

Knowledge of NC FAST Application Previous Helpdesk experience beneficial

The Posting Will Close At 11:59 P.M. The Night Before The End Date This Position Is Funded In Part Through Federal Funds.

About the NC DHHS Information Technology Division:

In collaboration with our partners, the North Carolina Department of Health and Human Services (DHHS) protects the health and safety of all North Carolinians and provides essential health and human services. The IT division (ITD) is one of the divisions that report to the Operational Excellence portfolio. The ITD division comprises four sections:
Implementation and Operations, Strategy and Workforce, Enterprise Technology, and Vendor and Finance. ITD offers the following services but not limited to implementations, operations, project/portfolio management, infrastructure, consulting, business division liaison, digital transformation, IT strategy, enterprise technology, IT contract and vendor management, and data office services.

Compensation and 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. Visit the website for State Benefits .Supplemental Contact Information The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer that 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. For more information about DHHS: https://(Use the "Apply for this Job" box below). .DHHS 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  accordance with the Governor’s Executive Order 303 , our agency…