User Support Technician II (Temporary)
About The Position
The person in this position will have experience providing authentication support and resolving routine registration, password and lockout issues. Understanding of call center environment and the North Carolina Identity Management application; Strong computer literacy skills; Experience with Service Now is a plus. Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills are required. Experience troubleshooting, problem solving and documenting issues around authentication. Ability to organize and follow detailed procedures. Capable of resolving routine problems based on existing documentation, training, and resources. Demonstrate a sense of ownership and urgency. Excellent customer service skills. Ability to establish proactive relationships with customers, including providing education to customers as appropriate. Effective in communicating information into understandable terms for non-technical users. Provide NCID authentication assistance via phone and service portal by assisting new users with registrations, unlocking passwords, walking customers through challenge questions to reset passwords, educating customers about self-help options, and, if necessary, open and document tickets using ITSM application to refer customer issues to escalation groups or other agency helpdesks; Identify problems, categorize issues, prioritize work, troubleshoot, and provide guidance to customers; follow established processes, procedures and service level agreements and promote positive customer relationships.
Requirements
- Experience providing authentication support and resolving routine registration, password and lockout issues
- Understanding of call center environment and the North Carolina Identity Management application
- Strong computer literacy skills
- Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills
- Experience troubleshooting, problem solving and documenting issues around authentication
- Ability to organize and follow detailed procedures
- Capable of resolving routine problems based on existing documentation, training, and resources
- Demonstrate a sense of ownership and urgency
- Excellent customer service skills
- Ability to establish proactive relationships with customers, including providing education to customers as appropriate
- Effective in communicating information into understandable terms for non-technical users
- Associate degree in computer science or an IT related field from an appropriately accredited institution and one year of experience in the information technology field related to the position's role; or High school or General Educational Development (GED) diploma and three years of experience in the field of technology related to the position's role; or an equivalent combination of education and experience.
Nice To Haves
- Experience with Service Now
Responsibilities
- Providing authentication support
- Resolving routine registration, password and lockout issues
- Provide NCID authentication assistance via phone and service portal by assisting new users with registrations, unlocking passwords, walking customers through challenge questions to reset passwords, educating customers about self-help options, and, if necessary, open and document tickets using ITSM application to refer customer issues to escalation groups or other agency helpdesks
- Identify problems, categorize issues, prioritize work, troubleshoot, and provide guidance to customers
- Follow established processes, procedures and service level agreements and promote positive customer relationships
Benefits
- Temporary employees who work an annual average of 30 or more hours per week may be eligible for health insurance coverage under the High-Deductible Health Plan (HDHP).
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What This Job Offers
Career Level
Entry Level
Industry
Executive, Legislative, and Other General Government Support
Education Level
Associate degree
Number of Employees
1,001-5,000 employees
