User Support Specialist - EHRA
About The Position
The N.C. Department of Information Technology (NCDIT) serves as the Technology Center for the State of NC. Services that NCDIT provides reach a client base of state and local government agencies, as well as schools, colleges and universities. NCDIT’s mission is to enable trusted business-driven solutions that meet the needs of North Carolinians. NCDIT provides technology services to state agencies and is charged with closing the digital divide by expanding availability of broadband services and promoting the adoption of affordable, high-speed internet. Are you ready to take the next step in your career? We currently have an opening for a User Support Specialist This position may be eligible for hybrid remote work in accordance with state policy and the agency’s remote work program but does require weekly onsite work The User Support Specialist serves as an entry level frontline supervisor for the Service Desk providing entry level supervision to help lead and evaluate the team workflow to ensure timely response and resolutions of problems. About the Division: The Service Desk provides a single point of contact for all computer incidents and tier one computer support to all NCDOT computer users statewide and facilitates call tracking and routing to several level two business application helpdesks within the organization. These staff members provide consultation, support, and/or training to clients of computer or other information technology based systems.
Requirements
- 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.
Nice To Haves
- Quick learner with ability to achieve organizational integration, assimilate job requirements, employ new ideas, concepts, methods and technologies.
- ITIL 4 Foundation Certification
- Knowledge Management Experience
Responsibilities
- Manage high-volume call intake (approximately 200 calls daily)
- Ensure appropriate staffing coverage and queue management
- Perform daily system checks (AD, NCID, AvePoint, Cayasoft)
- Monitor system health dashboards and identify emerging trends
- Review ticket quality for accuracy, completeness, and professionalism
- Monitor call metrics, SLAs, and service levels
- Track and report on KPIs such as SLA compliance, call abandonment, and resolution times
Benefits
- Eligible state employees are entitled to comprehensive benefits, including a variety of leave options, professional development opportunities, insurance, and more.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
