Help Desk Technician

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Description of Work

Innovate, collaborate, and succeed together. The Division of Employment Security is looking for a Help Desk Technician to join our team. Salary Grade: DT05Salary Range: $58,757 - $70,403 Depending on business need and job suitability, this position may be a candidate for telework, subject to management approval. The IT Infrastructure Section of the Division of Employment Security (DES), Information Systems Department is responsible for providing comprehensive system support for a diverse range of IT components, including public facing web servers, distributed hosted applications, cloud-based services, databases, networking, and end user computing systems.  The IT Infrastructure team consists of two organizational units: Infrastructure Operations (Help Desk, Desktop Support, Operations and DDM) and Infrastructure Systems Support (network and server systems administration). This position within the DES Help Desk provides first-level technical support, including problem analysis and resolution for a diverse user base. The position involves escalating complex problems to Tier 2 and Tier 3 support teams, while collaborating effectively with users of varying technical skill levels, DES management, vendors, and IT personnel from other agencies. Key Responsibilities Deliver outstanding customer service by assisting users with issues related to user account administration, personal computer (PC ) hardware and software, telephony (including Voice over Internet Protocol and voicemail), and basic troubleshooting.  Provide technical support across a broad range of systems including PC hardware/software, network, email, telephony, cellular services, and web applications. Provide User Account Administration to establish, modify, or remove computer and application access to DES resources including state and federal Unemployment Insurance applications. Manage and coordinate telephony requests on an enterprise Voice over IP system, including adding, modifying, or removing user access for DES personnel. Assist with the setup, configuration, and troubleshooting of telephony services on workstations, phones, and cellular devices, including support for Webex and other audio/video conferencing solutions. Attentively listen and work independently, effectively resolving routine problems while demonstrating strong written and oral communication skills. Prioritize workflow and organize diverse materials, with the ability to manage multiple competing and changing priorities efficiently. Translate complex technical issues into clear, understandable terms for non-technical end users, document client solutions, define and maintain Help Desk process procedures, and create instructional materials for end users. Independently resolve routine to complex technical issues with minimal supervision. Prioritize tasks, manage workflow efficiently, and adapt to multiple competing and shifting priorities in a fast-paced environment. This position offers a hybrid work schedule, alternating between one full week onsite and one full week working remotely, subject to management approval. Management will have final approval of the selected schedule and may require the employee to report onsite more than the standard schedule depending on the nature of assigned work, general workload, demand of the unit, and agency policy changes. A hybrid work schedule is allowed per the department's Telework Policy, which is subject to change and can be revoked at the discretion of management. The work location is in Raleigh, N.C. and the base work schedule for this position is Monday - Friday, 7:30 am to 4:30 pm.  Occasional overtime, including weekends and holidays, may be required. After-hours on-call support is a requirement for this position. This position is subject to a National and International Background Investigation and Fingerprinting as required by applicable law.

Knowledge, Skills and Abilities / Competencies

Applicants who possess the following qualifications may receive management preference: Experience delivering excellent customer service in an IT environment by providing technical support in various areas including personal computer (PC) hardware and software troubleshooting, user account administration, or processing Voice over Internet Protocol (VoIP) requests.  Working knowledge of PC hardware, software, Windows 11, telephony, Worldwide web, Microsoft Outlook, and Microsoft Office 365. In depth understanding of computer hardware combined with strong problem-solving and troubleshooting skills; consistently providing exceptional service to both internal and external customers.  ITIL certification preferred. 

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 the oshr.nc.gov/experience-guide for details. 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.

Supplemental and Contact Information

For consideration for this vacancy, all applicants must complete an on-line application using this link http://www.oshr.nc.gov/jobs/index.html. If multiple applications are submitted to an individual posting, only the most recent application received prior to the posting close date will be evaluated for consideration.  Applications for positions requiring specific coursework must be accompanied by a copy of the applicant's transcript. ***INCLUDE ALL RELEVANT EDUCATION, WORK EXPERIENCE IN THE DESIGNATED EDUCATION AND WORKHISTORY SECTION ON THE FORMAL APPLICATION*** Applications 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. Applicants requesting and receiving an accommodation under the Americans with Disabilities Act (ADA) are eligible to submit paper applications via mail or by fax. Applicants seeking Veteran's Preference must attach a DD form 214, Certificate of Release or Discharge from Active Duty, along with your application. Applicants seeking National Guard Preference must attach an 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. Re-Entry for Formerly Incarcerated IndividualsOur Agency supports the Governor's Executive Order 303 which seeks to re-employ individuals that were previously incarcerated. Formerly incarcerated individuals are invited to apply for any vacant Commerce position(s) in which they believe they are qualified. If you have student loans, becoming a state employee includes eligibility for the Public Service Loan Forgiveness Program. Visit www.studentaid.gov to learn more. By providing the requested information, you certify that you have given true, accurate and complete information on this attachment to the best of your knowledge. In the event confirmation is needed in connection with your work, you authorize educational institutions, associations, registration and licensing boards, and others to furnish whatever detail is available concerning your qualifications. You authorize investigation of all statements made in this application and understand that false information or documentation, or a failure to disclose relevant information may be grounds for rejection of your application, disciplinary action or dismissal if you are employed, and(or)criminal action. You further understand that dismissal upon employment shall be mandatory if fraudulent disclosures are given to meet position qualifications (Authority: GS 126-30, GS 14- 122.1). Please note: This position is subject to a National and International Background Investigation and/or Fingerprinting as required by applicable law. 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. For technical issues with your application, please call the NeoGov Help Line at 1-855-524-5627. Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account. Processing applications will take an average of 6 - 8 weeks due to the high volume of applications received. It is not necessary to contact the Human Resources Office to check the status of an application.

How to Submit an Application:

After reading and knowing the criteria and minimum requirements for qualifications that have been explained from the Help Desk Technician job info - State of North Carolina Wake County, NC above, thus jobseekers who feel they have not met the requirements including education, age, etc. and really feel interested in the latest job vacancies Help Desk Technician job info - State of North Carolina Wake County, NC in 2025-08-08 above, should as soon as possible complete and compile a job application file such as a job application letter, CV or curriculum vitae, FC diploma and transcripts and other supplements as described above, in order to register and take part in the admission selection for new employees in the company referred to, sent via form this bottom.