This position will provide Tier 2/Tier 3 desktop computing technical support and consulting (both hardware and software) to DHHS staff via remote utilities or in person in a timely , accurate and professional manner. Duties include but are not limited to: A) Providing consulting on cost-effective implementations of microcomputer hardware and software using DIRM standards and specifications. B) Performing timely and accurate maintenance on hardware and software products installed on DHHS computing platforms. C) Performing timely and accurate installation of new products onto DHHS computing platforms and ensuring that new products are compatible with existing products , and that various software performs according to DIRM specifications. D) Using documentation and consultations with other DIRM staff members , designing computer implementations to solve both general and specific business problems. E) Providing one-on-one or group training as required to assist customers in fully utilizing systems supported by Desktop Support. F) Creating accurate and timely documentation of systems and procedures , using whatever publishing methodologies are most appropriate (including both online and printed documentation). Position may require occasional overnight travel within the state of North Carolina .
Knowledge, Skills and Abilities / Competencies:
Graduation from a two-year technical college with a major in computer science, information technology or related area and one year in the information technology field related to the position’s role; or graduation from a four-year college or university and one year experience in the information technology field related to the position’s role; or graduation from a four-year college or university with a major in computer science or information technology or related degree. Related information technology experience may be substituted year for year for the required education.
Technical Knowledge: Current, h ands-on experience performing desktop computing hardware and software installation, technical support and consulting. Includes technical knowledge of microcomputers, local/networked printers, Microsoft operating systems, MS Office and MS Exchange, Netware, Active Directory . Ability to mentor or train peers and others.
Technical Support: Ability to independently resolve routine and non-routine problems. Ability to solve problems and perform diagnostics on software and/or hardware. Ability to communicate and interact with hardware and software vendors as appropriate to solve problems. One year of experience using LANDesk for remote tools and imaging is required.
Technical Solution Development: Ability to document solutions that solve client problems and clearly present these solutions. Ability to i ntegrate knowledge and skills from a range of technologies to address work assignments. Ability to implement appropriate technologies.
Consultancy Skills: Ability to consult with clients and higher-level specialists
, other analysts and vendors to resolve technical problems and ensure customer satisfaction.
Planning and Organizing: Ability to organize and follow complex and/or detailed technical procedures.
Project Management: Ability to participate as a project team member and make recommendations for routine problem solutions.
Candidates with A+ and Microsoft MCTS, MCITP or MCSE are highly preferred. Management prefers candidates with at least three years of current experience providing desktop support in an enterprise environment.
Minimum Education and Experience Requirements:
Associate's degree in computer science, information technology, or related discipline and one year of experience in the information technology field related to the area of assignment; or bachelor's degree and one year of experience in the information technology field related to the area of assignment; or bachelor's degree in computer science, information technology, or related discipline; or equivalent combination of training and experience .
Supplemental and Contact Information:
The Department of Health and Human Services (DHHS) selects applicants for employment based on job-related knowledge, skills, and abilities without regard to race, color, gender, national origin, religion, age, disability, political affiliation or political influence.
Degrees must be from appropriately accredited institutions.
Please make sure you complete the application in full. “ See Resume” or “See Attachment” will NOT be accepted.
Applicant seeking Veterans Preference must attach a copy of their form DD-214.
Any questions about this posting, please contact Katie Berndt at 919-855-4930.
North Carolina Office of State Personnel - 9 months ago