User Support Technician
About The Position
This position is located at Hyde Correctional Institution. Employees in this class perform tasks to aid in the on-going support of computer users. Employees provide hardware and software support to users including but not limited to, technical advice on software packages, LAN/hard disk back-ups for disaster recovery, hardware and software installation, disk formatting. Employees may work in a centralized computing environment where technical referrals are readily available. Duties involve gathering information on the user's situation, referring to manuals or documentation to resolve the situation, and relaying more technical situations to other technical professionals. Performs first line of professional IT support and troubleshoots basic/routine issues. Duties require excellent customer service and strong communication skills in a customer-facing environment.
Requirements
- Meet Criminal Justice Standards requirements (12 NCAC 09G .0302)
- Pass a criminal background check
- Produce a negative drug screening result
- Successfully complete medical and psychological evaluations
- Possess a valid driver’s license
- Associate degree in computer science or an IT related field from an appropriately accredited institution; or High school or General Educational Development (GED) diploma and two years of experience in the field of technology related to the position's role. Coursework in computer or information technology may be substituted year-for-year for the required experience; or an equivalent combination of education and experience
Nice To Haves
- Documented knowledge of computers and/or other related information technology-based systems
Responsibilities
- Gathering information on the user's situation.
- Referring to manuals or documentation to resolve the situation.
- Relaying more technical situations to other technical professionals.
- Performing first line of professional IT support.
- Troubleshooting basic/routine issues.
- Providing hardware and software support to users.
- Providing technical advice on software packages.
- Performing LAN/hard disk back-ups for disaster recovery.
- Performing hardware and software installation.
- Performing disk formatting.
Benefits
- Health Insurance options
- Retirement Plans
- NC Flex Supplemental Benefits
- Paid Vacation, Sick, and Community Service Leave
- Paid Parental Leave
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
