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N.C. Department of Information Technology · 13 hours ago

User Support Technician II

Wayne County, NC

Full-time

Onsite

Entry, Mid Level

$59K/yr - $88K/yr

1+ years exp

The North Carolina Department of Health and Human Services (DHHS) is one of the largest agencies in the state, responsible for ensuring the health and well-being of all North Carolinians. They are seeking a User Support Technician II to provide first and second level support, assist in hardware deployment, software installation, and user support in a complex healthcare IT environment.

Information Technology & Services

Work & Life Balance

Responsibilities

This is first/second level support and problems that cannot be resolved at this level are escalated to the appropriate level

May specialize on specific system and application issues

Responsible for providing high level support to clients over the phone or through remote sessions

Responsibilities include advanced assessment, triage, documentation, and resolution of basic incidents and requests

Issues outside of the scope of responsibility will be escalated as needed to appropriate staff

Position assists in hardware deployment, software installation, and user support in a complex healthcare IT environment

Provides support and first contact resolution as a subject matter expert in one or more areas

Qualification

IT Asset ManagementA+ certificationWindows OS knowledgeImprivata knowledgeCitrix knowledgeVMware Workspace knowledgeServiceNow knowledgeIvanti knowledgeActive DirectoryNetworking basics

Required

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