User Support Technician I

Salary : $54,657.00 - $81,986.00 Annually

Location : Granville County, NC

Job Type : Permanent Full-Time

Job Number : 24-15674 CRH 60043593

Department : Dept of Health and Human Services

Opening Date : 01 / 17 / 2025

Closing Date : 1 / 24 / 2025 5 : 00 PM Eastern

Job Class Title : User Support Technician I

Position Number : 60043593

Section : Central Regional Hospital / MIS

Salary Grade : DT04

Recruitment Range : $54,657 - $55,000

Description of Work

Central Regional Hospital

We are currently recruiting for a User Support Technician I to function as Helpdesk Support at Central Regional Hospital. The primary purpose of this position is to provide technical support for the staff across all disciplines of Central Regional Hospital. The position will be responsible for being the first point of contact for technical assistance, documenting and tracking support tickets, and assisting computer users with a variety of first and second level issues including answering common questions, performing basic account and file administration, and troubleshooting hardware, operating system, and network issues. This position will also assist with the configuration, deployment, integration, and maintenance of desktop computer systems, printers, and other end user devices connected to the network, along with various software applications and systems.

This is a full-time position and eligible for the full State benefits package. The normal working hours are Monday-Friday, 8 : 00am - 5 : 00pm with flexibility, however, this position is subject to rotating on call and overtime based on hospital needs. This position is deemed mandatory during adverse weather events, which will be discussed in detail during the interview process.

About Central Regional Hospital (CRH) : CRH is a State-of-the Art psychiatric hospital located in Butner, NC. Our location is ideal with four seasons, mild temperatures and provides an easy commute to the N.C. mountains or beaches. Butner possesses small town charm but is within 30 minutes of a major metropolitan area including Research Triangle Park, Raleigh, Chapel Hill, and Durham, NC. The people we serve are at the heart of our facility. Our team is critical to the mission of the hospital. We strive to create an environment in which every team member contributes to the overall success of the hospital to positively impact the lives of those around them and the individuals we serve.

About the Department of Health and Human Services : The NC Department of Health and Human Services (DHHS) serves the needs of the most vulnerable of North Carolinians and in order to accomplish this, we hire only the most dedicated and caring individuals. Finding qualified clinical professionals to treat and care for our clients is a continual challenge as demand for services grows and the availability of providers struggles to keep pace. We are seeking a motivated individual who is up for this challenge and is dedicated to our mission of providing North Carolinians with the very best in clinical care.

Compensation and Benefits : The state of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees. Visit website for State Benefits.

Knowledge, Skills and Abilities / Competencies

To receive credit for all of 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 candidates must document on the application that they clearly possess education / experience that demonstrates all of the following :

• Experience providing technical support over the phone and recording details into a ticketing system
• Proficiency in efficient communication, fostering proactive connections with customers who might struggle
• with problem identification and giving information on relevant topics
• Establish proactive relationships with customers, including providing education to customers as appropriate
• Ability to resolve routine problems based on existing documentation, training, and resources
• Ability to resolve some non-routine problems using standard troubleshooting techniques or information from research
• Demonstrate a sense of ownership of problems
• Ability to use problem-solving skills to resolve or refer issues
• Ability to organize and follow complex and / or detailed technical procedures
• Experience providing technical support for Microsoft Window 10 / 11 and Office 365
• Experience with creating and / or applying desktop images
• Experience deploying computers in a medium to large environment
• Experience managing network-based print devices, including copiers

Management Preferences :

Experience with Service Now Ticket System

Experience working in a Healthcare environment with HIPAA training

Physical Requirements :

Ability to work (standing or sitting) at a computer console for long periods of time. Ability to work in an MDF, IDF or various locations where IT equipment is housed across multiple campuses. Ability to lift and handle desktops, laptops, printers and accessories to deploy or service said equipment, up to 35lbs. Ability to be on call and be on site during various shifts to accommodate the needs of the facility, which may include remaining onsite during severe weather to ensure support coverage.

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

Associate degree in computer science or an IT related field from an appropriately accredited institution; or

or an equivalent combination of education and experience

Supplemental and Contact Information

The North Carolina Department of Health and Human Services is an Equal Opportunity Employer.

Positions in the Division of State Operated Healthcare Facilities shall be subject to pre-employment drug testing and criminal record background checks. Also, the use of tobacco products of any kind including vapor products are prohibited from our campuses. All employees are required to adhere to the facility's Vaccination Policy.

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. You will either receive a call to schedule an interview or an email notifying you when the job has been filled.

For technical issues with your application, please call the NeoGov Help Line at 855-524-5627. Applicants will be communicated with via email only for updates on the status of their application. If there are any questions about this posting other than your application status, please contact HR at 919-764-7200.

APPLICATIONS MAY BE FILED ONLINE AT :

NOTE : Apply to the department listed on posting

An Equal Opportunity Employer, NC State Government

NOTE : For temporary, contract or other supplemental staffing appointments : There are no paid leave, retirement or other benefits associated with these appointment types.

For permanent and time-limited appointments : Eligible employees have benefits that include employee health insurance options, standard and supplemental retirement plans, NC Flex (a variety of high-quality, low-cost benefits on a pre-tax basis), and paid vacation, sick, and community service leave, to name a few. Paid parental leave is available for eligible employees. Some benefits require 30 hours work / week for participation.

Are you aware that this position's hiring salary target is $54,657 to $55,000?

Are you able to work in an on-call rotation nights and weekends?

Are you aware that the position is on-site in Butner, NC?

Do you have 5 years of Customer Service?

Do you have 3 years of Helpdesk experience?

Do you have 2 years of Windows 10 Support?

Required Question

Salary : $54,657 - $55,000