User Support Technician

State of North Carolina•Craven County, NC

1d•Onsite

About The Position

This position is located at Craven Correctional Institution in Vanceboro, NC, Craven County. The prison is a Medium Custody Adult Male Felon Diagnostic Processing Center which houses 850 offenders. Employees in this class provide consultation, support, and/or training to users of computer or other information technology-based systems located throughout the facility, as well as basic support of hardware, software, operating systems and networking.

Requirements

Basic knowledge and understanding of a wide variety of technologies to effectively support users’ technical needs.
Strong communication skills and the ability to use a variety of technical resources for providing technical support.
Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions.
Working knowledge of specific software and hardware installation processes and procedures.
Knowledge of system security protocols.
Demonstrates broad working knowledge in specialty areas within the work unit.
Utilize and apply knowledge of data and system tables to perform work.
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 providing hardware and software technical support.
Documented knowledge of various DAC Mainframe and Web applications - OPUS, HERO, NCID.

Responsibilities

Provides consultation, support, and/or training to users of computer or other information technology-based systems.
Provides basic support of hardware, software, operating systems and networking.
Organizes and follows complex and/or detailed technical procedures.
Works independently to perform tasks with minimal supervision.
Applies technical knowledge of software and systems to provide information to design teams for improvisation or development of new features.
Applies analytical process to identify or understand recurring problems and recommend solutions.
Documents solutions that solve client problems and clearly presents these solutions.
Identifies and understands reoccurring problems and recommends solutions.
Resolves some non-routine problems using standard troubleshooting techniques or information from research.
Resolves problems and issues escalated from lower-level technicians.
Applies technical knowledge and effective communication skills to identify business needs and develop a plan for resolving.