New Job Service Desk Support In North Carolina

Description of Work

The North Carolina Department of Commerce is the state's lead agency for economic, community, and workforce development. The Department works with local, regional, national and international organizations to fulfill its mission to improve the economic well-being and quality of life for all North Carolinians. The mission of the North Carolina Division of Workforce Solutions (DWS) is to develop North Carolina's workforce talent, help individuals advance their career opportunities, and meet business workforce needs by connecting talent to jobs. The NCWorks Career Center provides a full range of services to diverse categories of job seekers and employers to meet their employment and placement needs through: assessment and development of job requirements; evaluation of experiences, skills and abilities; referral to jobs, job training programs, or other placement services.

The DWS Support Services Unit is accepting applications for an User Support Technician that will function as Service Desk Support. The Service Desk Support provides technical support for programs, departments, and offices within the agency's information technology community including the NCWorks Career Centers.

This User Support Technician is the first point of contact for technical assistance. The position answers incoming call and then documents and tracks calls/issues in the ServiceNow ticketing system. It provides consultation and guidance, support, and/or basic instruction to the Divisions end users. The position provides authentication assistance over a broad spectrum of applications and programs by unlocking passwords, walking customers through challenge questions, or resetting passwords. It identifies problems, categorizes issues, prioritizes work, troubleshoots, and provides guidance to customers; follows established processes and procedures and promotes positive customer relationships.

Knowledge, Skills and Abilities / Competencies

The Knowledge, Skills and Abilities listed below, along with the Minimum Education and Experience Requirements, are REQUIRED to qualify for this position. We will not review resumes in lieu of Experience and Education listed on the application (additional statement below). Click these links for additional information: Introduction to the Job Application and Addressing Knowledge, Skills and Abilities.

To qualify for this position, applicants must document on the application that they possess ALL of the following:

• Excellent customer service skills.
• Experience providing authentication support and resolving routine registration, password and lockout issues.
• Experience with ServiceNow ticketing system and SCCM remote desktop.
• Experience troubleshooting, problem solving and documenting issues.
• Understanding of helpdesk environment.
• Effective verbal and written communication skills.
• Effective in communicating information into understandable terms for non-technical users.
• Capable or resolving routine problems based on documentation, training, and resources.
• Ability to organize and follow detailed procedures.
• Ability to establish proactive relationships with customers, including providing education to customers as appropriate.

Minimum Education and Experience Requirements

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See oshr.nc.gov/experience-guide for detail.

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.

**INCLUDE ALL RELEVANT EDUCATION ON THE FORMAL APPLICATION. If a degree has not been completed, credit can be given for coursework if a transcript is attached to the application.**

Supplemental and Contact Information

**INCLUDE ALL RELEVANT EDUCATION AND WORK EXPERIENCE IN THE DESIGNATED EDUCATION AND WORK HISTORY SECTION ON THE FORMAL APPLICATION.**

For consideration for this vacancy, all applicants must complete an on-line application using this link https://www.governmentjobs.com/Applications/Index/northcarolina.

INCLUDE ALL RELEVANT EDUCATION, WORK EXPERIENCE IN THE DESIGNATED EDUCATION AND WORK HISTORY SECTION ON THE FORMAL APPLICATION.

Applicants seeking Veteran's Preference under N.C.G.S .126: Including the DD Form 214 is not optional, and it must be submitted at the time of application to obtain Veteran’s Preference. The DD Form 214 may be attached to the online application or faxed on or before the closing date.

Applicants seeking National Guard Preference must attach a NGB 23A (RPAS) if you are a current member of the NC National Guard in good standing. If you are a former member of the NC National Guard who served for at least 6 years and was discharged under honorable conditions, you must attach either a DD256 or NGB 22.

Applicants requesting and receiving an accommodation under the Americans with Disabilities Act (ADA) are eligible to submit paper applications via mail or by fax.

If multiple applicants are submitted to an individual posting, only the most recent application received prior to the posting closing date will be evaluated for consideration. Applications for positions requiring specific coursework must be accompanied by a copy of the applicant's transcript.

*IMPORTANT* Application resubmissions or attachment additions can only be made 24-hours after the last application submission or attachment addition. Please be mindful of the date and time the post closes and allow sufficient time to ensure that your documents have been acknowledged in your applicant inbox before closing your applicant account.

Application with "see attached" or resumes in lieu of completed education and work experience on the formal application will be deemed incomplete and will not be eligible for consideration for the vacancy. All attachments, unless specifically requested in the vacancy announcement (i.e. transcripts, proof of licensure or certification, etc.), are considered optional and will not be reviewed during initial screening to determine applicant’s eligibility for the vacancy.

Applicants may check the status of their application for a vacancy at any time by logging in to the government jobs system using the above link. Once the applicant has logged in, the status of each submitted application is documented next to each vacancy for which he/she has applied.

All applicants recommended for hire will be subject to a criminal background check.

Mel Stanberry
Salary/Recruitment Technician
North Carolina Department of Commerce
[email protected]