User Support Specialist – EHRA

State of North Carolina•Dmv Pender, NC

2d•$70,528 - $105,793•Hybrid

About The Position

The N.C. Department of Information Technology (NCDIT) serves as the Technology Center for the State of NC. Services that NCDIT provides reach a client base of state and local government agencies, as well as schools, colleges and universities. NCDIT’s mission is to enable trusted business-driven solutions that meet the needs of North Carolinians. NCDIT provides technology services to state agencies and is charged with closing the digital divide by expanding availability of broadband services and promoting the adoption of affordable, high-speed internet. This position provides IT services to the NC Department of Transportation (DOT). Client Services provides technical direction and technical hardware and software support for the computerization efforts to the DOT. This unit also analyzes and formulates new methods of applying computer technology for the solution of operational problems and analyzes and formulates new methods of applying computer technology for the solution of operational problems of the business units in the Department of Transportation.

Requirements

Significant technical knowledge.
Highly skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
Bachelor's 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 Associate degree in computer science or an IT related field from an appropriately accredited institution and three years of experience in the information technology field related to the position's role OR High School or General Educational Development (GED) diploma and five years of experience in the information technology field related to the position's role; or an equivalent combination of education and experience.

Nice To Haves

Experience with different types of computer hardware, mobile devices, software, peripherals and components, networking protocols and communications.
Experience leading projects that require directing the work of others with some latitude on actions or decisions.
Demonstrated ability to independently resolve problems through system analysis and/or troubleshooting procedures.

Responsibilities

Reports daily to Region 6 (Harnett, Cumberland, Robeson, Columbus, Bladen, Sampson, Duplin, Onslow, Pender, New Hanover and Brunswick counties) and is responsible for leading a technical resource team.
Integrates the skills and strengths of personnel to assign tickets to the appropriately skilled technicians in order to resolve incidents and problems in a timely manner to meet service level agreements.
Uses technical expertise and understanding of business needs to evaluate incoming IT incidents and problem service desk tickets to appropriately prioritize and evaluate business impact.
Serves as a resource for other analysts and lower-level technicians to help solve highly complex problems.
Manages IT procurement requests within the region.