Technology Support Specialist

State of North Carolina • Wake County, NC

1d

About The Position

The North Carolina Department of Revenue is recruiting a Technology Support Specialist for the PC Mobile Team in its Information Technology Division. The team provides enterprise-wide IT request fulfillment and related support to internal customers and administers system management tools for endpoints within its purview. The specialist performs analytical work, consultation, level 2 support, and/or training for users of computer and other technology-based systems. The role also administers and supports the enterprise endpoint management system, handles daily operational tasks, and troubleshoots system issues. The employee works collaboratively with the team, maintains professional and respectful interactions, and helps develop effective technical and process solutions.

This position is subject to federal and state criminal background checks, which may include fingerprinting and verification of tax compliance. The state defines tax compliance as having filed and paid all North Carolina state taxes owed each year leading up to the current calendar year, or being in a non-delinquent payment status for taxes currently owed to the state.

Requirements

• Bachelor’s degree in computer science or an IT-related field from an appropriately accredited institution and two years of related IT experience; or an associate degree in computer science or an IT-related field and three years of related IT experience; or a high school diploma/GED and five years of related IT experience; or an equivalent combination of education and experience.
• Experience using a ticketing system such as ServiceNow, Jira, or ITSM to track reported incidents through resolution.
• Experience administering enterprise endpoint management tools, including deploying images and software, managing Group Policy settings, and supporting Microsoft Configuration Manager.
• Experience with mobile device management, including deploying, troubleshooting, and managing mobile devices such as iPhones using a tool such as MobileIron or Microsoft Intune.
• CompTIA A+ certification or equivalent experience.

Responsibilities

• Provide IT desktop support to agency staff.
• Troubleshoot software issues involving Windows 11, Microsoft Office 365, internet browsers, commercial off-the-shelf software, and custom DOR software.
• Provide remote support and troubleshooting using tools such as Remote Desktop.
• Deploy PC images and create software packages using deployment tools such as SCCM.
• Deploy, support, and troubleshoot printers as needed.
• Deploy, support, and troubleshoot mobile devices such as iPhones and iPads as needed.
• Administer PC Mobile infrastructure systems, including Microsoft Endpoint Manager, Intune, the HVD environment, and the managed print environment.
• Keep the manager and team leads informed of status and issues in the area of responsibility.
• Keep tickets updated and meet service-level agreement requirements.
• Follow established procedures for assigned tickets and accurately document issues and user information in the tracking system.
• Author problem resolutions and submit them to the knowledge management system.

Benefits

• Health insurance options
• Standard and supplemental retirement plans
• NCFlex benefits program, with pre-tax options
• Twelve paid holidays per year
• Fourteen vacation days per year, increasing with length of service and accumulating year to year
• Twelve cumulative sick days per year
• Paid parental leave
• Personal observance leave
• Community service leave
• Annual longevity lump-sum payment based on length of service
• 401(k) and 457 plans
• Eligibility for the Public Service Loan Forgiveness Program
• Professional development and career advancement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level