Tier 1 Phone Help Desk Rep

User Support Technician I (NS)

The 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.

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

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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.

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.

In accordance with the Governor's Executive Order 303, our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved. We invite all potential applicants to apply for positions for which they may be qualified.

Application Process

• Information should be provided in the appropriate areas, to include the following:
  Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information.
• Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions, you must provide supporting information within the "Work Experience" section of the application to support your answers.
• If multiple applications are submitted to an individual posting, only the most recent application received prior to…