User Support Specialist

State of North Carolina

2d • $67,000 - $83,621

About The Position

The North Carolina Community College System (System Office) is a statewide network of 58 public community colleges. The system enrolls over 500,000 students annually. It is the 3rd largest in the nation based on the number of colleges. It also provides data to the North Carolina Learning Object Repository by collecting, contributing, and sharing digital learning resources for use in traditional or distance learning environments. The mission of the North Carolina Community College System is to open the door to high-quality, accessible educational opportunities that minimize barriers to post-secondary education, maximize student success, develop a global, multicultural, and competent workforce, and improve the lives and wellbeing of N.C. citizens.
RECRUITMENT RANGE: $67,000-$83,621 This is complex professional work in providing comprehensive and innovative planning and analytical and technical assistance to users in the preparation of programs and applications to support research, instructional and administrative activities within universities and state agencies. Employees may provide consultation, support and/or training for technology-based systems. Employees may provide support of hardware, applications, operating systems, and networking. This function requires an in-depth understanding of a wide variety of technologies to effectively support end-users and provide guidance to others. These employees may participate in applications development, system integration and networking activities. This work requires very strong communication skills, an ability to effectively interact with a broad range of end-users and others, as well as an ability to use a variety of resources for providing support. Employees at this level typically provide advanced support for a broad range of technologies, or in-depth support for a more narrowly defined area of technology. These employees may be responsible for oversight of user support programs, projects, or systems.

Requirements

• Strong understanding of configuration, troubleshooting, and inventory control of computer hardware, software, and mobile devices.
• Tasks include equipment replacement and asset inventory, desktop support to all organizational staff, troubleshooting by testing and evaluating returned and older equipment, performing routine maintenance on equipment, updating documentation, and following standards for configuring equipment to meet all security, network, system, and agency requirements.
• Working knowledge of AV systems including video conferencing platforms (e.g., Teams and/or Zoom), control systems, and AV equipment.
• Independently resolve unique problems through advanced system analysis and troubleshooting procedures and without a pre-determined course of action.
• Work requires excellent analytical and problem-solving skills.
• Communicate solutions to technicians, analysts, other specialists, and other affected personnel to aid their future solving ability.
• Analyze and assess client needs to develop effective and appropriate solutions.
• 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

Benefits

• Eligible state employees are entitled to comprehensive benefits, including a variety of leave options, professional development opportunities, insurance, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level