User Support Technician

Agency

Adult Correction

Division

COO - OPS - Institutions Operations

Job Classification Title

User Support Technician I (S)

Position Number

60062313

Grade

DT04

About Us

The NC Department of Adult Correction is one of the largest state agencies with more than 14,000 employees. It is responsible for safeguarding and preserving lives and property through prevention, protection, and preparation as well as the care, custody, and supervision of all adults sentenced for violating North Carolina laws. This department includes state prisons with custody, healthcare, and facility operations staff as well as probation/parole officers who supervised sentenced people in the community. Other divisions include Administration, Health Services, Rehabilitation & Reentry, Special Operations and the Post-Release Supervision & Parole Commission. We have a mission that matters!

Description of Work

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.

Knowledge Skills and Abilities/Management Preferences

Key Duties Include: Duties involve gathering information on the user's situation, referring to manuals or documentation to support and troubleshoots basic/routine issues. Duties require excellent customer service and strong communication skills in a customer-facing environment.

Knowledge Skills and Abilities/Management Preferences:

Salary Range: $56,772 - $85,159

Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement. The Knowledge, Skills, and Abilities (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred:

-Documented knowledge of computers and/or other related information

technology-based systems

This posting will close at 11:59 P.M. The night before the end date.

State Benefits Information:

The State of North Carolina offers a comprehensive benefits package including:

• Health Insurance options
• Retirement Plans
• NC Flex Supplemental Benefits
• Paid Vacation, Sick, and Community Service Leave
• Paid Parental Leave
• Visit the State Benefits website for additional information.

To be considered for a User Support Technician I position, ALL applicants must:

• 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

This is a REPOST - Previous applicants DO NOT need to reapply in order to be considered!

About The Division of Institutions:

The Division of Institutions manages the daily operations of all state-operated prison facilities across North Carolina. Facilities are categorized by custody levels (minimum, medium, close) and house individuals serving sentences for felony convictions. The division provides safety, security, and rehabilitative services through trained custody staff, program facilitators, and administrative personnel.

Supplemental Application Information:

Application ProcessNCDAC uses the Merit-Based Recruitment and Selection Plan to fill positions with the most qualified individuals. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.

Applicants must complete the application in full. Resumes will not be accepted in lieu of completing the State application. Applications must include:

• Complete education history (including high school)
• Full work experience details
• Certificates and licenses, if applicable
• Education must be from appropriately accredited institutions.
• Information provided must support responses to supplemental questions. Incomplete applications may impact screening and salary determination.
• Applicants may be subject to a criminal background check and drug screen.

If multiple applications are submitted, only the most recent application received before the closing date will be considered.

Education Equivalency Verification

The State of North Carolina/Office of State Human Resources (OSHR) uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants who need to have their credentials certified as equivalent. For a list of organizations that perform this specialized service, please visit the NACES membership website at https://www.naces.org/members.

Veterans’ and National Guard Preference

• Applicants seeking Veteran's Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications.
• Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application, if they are a current member of the NC National Guard in good standing. 
• Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application.

PREA Requirement

The NC Dept. of Adult Correction must adhere to the US Dept. of Justice Final Rule on the "National Standards to Prevent, Detect, and Respond to Prison Rape." Click this link for information on hiring and promotion prohibition requirements for all positions in the NC Dept. of Adult Correction: PREA Hiring and Promotion Prohibitions

ADA Accommodations

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), NCDAC is committed to the full inclusion of all qualified individuals. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below.

Minimum Education and Experience

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 the Education and Experience Equivalency Guide for details.

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

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

Recruiter:

Linda Gail Atkins-Wells

Email:

DACWorkday@dac.nc.gov