IT Technical Support Specialist (IT Customer Support-Entry)

The North Carolina Department of Agriculture and Consumer Services is seeking an IT Technical Support Specialist to provide tier-1 and tier-2 technical support for the Recreation and Conservation Office (RCO). This role involves assisting customers with hardware, software, and application issues, as well as maintaining computer inventories and administering IT services.

Responsibilities

• Provide tier-1 and tier-2 technical support to customers with issues or service requests about hardware, software, and applications
• Monitor and report computer equipment and services usage patterns and forecast future agency needs
• Recommend and purchase computer equipment and services for agency use
• Install client computer hardware, software, and applications
• Provide training to customers on using hardware, software, and applications
• Maintain client computer and peripheral equipment inventories
• Process surplus equipment
• Perform standard maintenance of client computers and printers
• Orient new employees to agency network, client computers, file servers, printers, software, and applications
• Provide technical support for meetings of agency boards, councils, panels, and conferences
• Help administer Enterprise and Azure Active Directory computers, users, and groups
• Help administer Microsoft 365 Office
• Help administer Exchange Online, Protection, and Archive
• Help administer IT Service Management (ITSM) helpdesk
• Develop and install operating system (OS) and software images to client computers
• Maintain images for rebuilding computers back from warranty repair or replacement (PSP)
• Manage and deploy updates to client computers and servers
• Help administer Organization Group Policy (GPO)
• Help administer networks in offices and data centers
• Help administer wireless networks in offices
• Help administer desk and mobile telephones and peripheral telecommunications equipment
• Help administer WaTech Mobile Device Management (MDM)
• Support projects to upgrade and replace telecommunications equipment
• Coordinate with other IT staff on network issue resolution
• Help administer client computer end-point security
• Help administer cloud end-point security
• Respond to alerts or notifications about potential infections or vulnerabilities
• Document and diagram IT infrastructure architecture for PSP
• Document network, server, and storage configurations

Skills

• 1 year or more of information technology experience such as analyzing, designing, installing, programming, and/or maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment
• 1 year or more of experience providing technical support to users of the Microsoft Windows client computer environment
• 1 year or more of experience administering Microsoft Windows client operating systems such as Windows 7, 8, 10, and installing/uninstalling software, upgrades, patches, and service packs for Windows Server Update Services (WSUS)
• 1 year or more of experience actively protecting computer systems from internal and external security threats, using software such as RSA VPN, FortiNet firewall, Microsoft Security Center, Windows Defender end-point security, RiskSense vulnerability assessment, or Azure Sentinel log monitoring
• 1 year or more of experience with Microsoft Office 2016, 2019, 365 and other user productivity software installed on premise or Cloud, such as Adobe Acrobat or WebEx video conferencing
• 1 year or more of experience administering IT Service Management applications, such as Jira Service Desk
• 1 year or more of experience configuring client computers, building images, and deploying images using Microsoft System Center Configuration Management (SCCM) software
• 1 year or more of experience administering networks and WiFi networks, using software such as HP OneView or Aerohive
• 1 year or more of experience administering Microsoft Active Directory Federated Services or Azure Active Directory and user/group policies
• 1 year or more of experience administering Microsoft Exchange or Exchange Online email accounts and email services
• 1 year or more of experience administering cell phone security, applications, and patching through mobile device management
• 1 year or more of experience backup and recovery of desktop computers, servers, applications, and data, using software such as Veeam, Symantec Backup Exec, NetApp SnapShot/SnapMirror, or Microsoft SyncToy

Benefits

• Remote Employment: Flexible/Hybrid
• Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket.
• Washington State offers one of the most competitive benefits packages in the nation.
• We understand that your life revolves around more than just your career.
• Like everyone, your first priority is ensuring that you and your family will maintain health and financial security.
• That's why choice is a key component of our benefits package.
• We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
• Employees and their families are covered by medical (including vision), dental and basic life insurance.
• There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
• Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses.
• Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
• Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
• Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
• The Washington State Employee Assistance Program promotes the health and well-being of employees.
• State Employees are members of the Washington Public Employees' Retirement System (PERS).
• New employees have the option of two employer contributed retirement programs.
• Employees also have the ability to participate in the Deferred Compensation Program (DCP).
• This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
• All state employees are covered by the federal Social Security and Medicare systems.
• The state and the employee pay an equal amount into the system.
• If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
• Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
• Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
• Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
• Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis.
• Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours.
• Pay status includes hours worked and time on paid leave.
• Full-time employees earn eight hours of sick leave per month.
• Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment.
• Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
• Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
• Pay status includes hours worked, time on paid leave and paid holiday.
• Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA).
• Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
• Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis.
• Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
• Pay status includes hours worked, time on paid leave and paid holiday.
• Washington State supports members of the armed forces with 21 days paid military leave per year.
• Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave.
• In addition, the employer may approve other available leave types for the purpose of bereavement leave.
• Leave Sharing
• Parental Leave
• Family and Medical Leave Act (FMLA)
• Leave Without Pay

Company Overview