Service Support Analyst

Contractor– DHB IT - User Support Technician

Position Overview:

This position is on site and will assist the NC Medicaid Infrastructure Team Manager in organizing,servicing and deploying computers, Cisco telephone/network, laptops, printers, copiers, scanner, eFax and other technology for the Division of Health Benefits(DHB) employees, contractors, and temporary workers. This position will also serve as a first point of contact for troubleshooting and repairs.

Salary Rate is based on what a normal State User Support Technician would make: $47.15 per hour

Job Specific Responsibilities:

• Assist with managing division computers and related equipment and software, including deployment and return of desktops, laptops, printers, and all peripherals.
• Serve as a delegated administrator for the North Carolina ID (NCID) system responsible for assisting with creating, deactivating,unlocking, and resetting DHB staff NCID accounts. This information creates the outlook email account for our Active Directory called EADS.
• Provide telephone system support for DHB staff including deploying phones to offices and conference rooms, submitting tickets for phone setup for new and existing staff, and trouble-shooting phone issues for DHB staff. State cell phone deployment and management is an important part of this position.
• Assist DHB Users with their IT requests using the ServiceNow ticketing system. Monitor requests and document the resolutions in the ticketing system.
• Help track DHB IT Inventory with our WASP Inventory Tracking System and follow established processes.

Knowledge, Skills, and Abilities Required:

To receive credit for all your work history and credentials, you must list the information on the application form. Any information listed under the text resume section or on an attachment will not be considered for qualifying credit. Qualified applicants must document on the application that they possess all the following:

• Excellent verbal and written communication skills
• Ability to establish and maintain effective working relationships with coworkers, officials, and the public
• Ability to work independently with minimum supervision
• Ability to effectively manage multiple tasks and priorities
• Capable of resolving routine problems based on existing documentation, training, and resources
• Previous working experience providing technical support
• Proven ability deploying and configuring desktop and laptop computers, and peripheral devices

Skill Matrix:

• Skill Required / Desired Amount of Experience IT Support, troubleshoot, servicing and deploying computers, Cisco telephone/network, laptops, pri Required 2 Years
• Active Directory or NCID Administrator for onboarding and offboarding. Setting up email accounts. MS365 experience. Assist with passwords and resets. Nice to have 2 Years
• First point of contact for troubleshooting and repairs. Excellent customer service, verbal and written communication skills needed. Required 1 Years
• Use of an IT Ticketing System like ServiceNow to resolve requests and document work. Nice to have 1 Years
• Provide telephone system support for DHB staff including deploying phones to offices and conference rooms. Assist network and server teams as needed. Nice to have 6 Months
• Deploy IT equipment, laptops and peripherals for DHB Staff on campus. We have three worksites that we provide IT support coverage for. Required 6 Months
• Inventory Management of Hardware, laptops, tablets, network equipment, servers and cell phones. Nice to have 1 Years
• Be able to assist our DHB users through the successful completion of their IT issue by moving the issue through any of the 4 levels of IT Support Required 1 Years