User Support Analyst - Wilmington, United States - State of North Carolina

Description

Salary: $61, $91,541.00 Annually

Location : Wake County, NC

Job Type: Permanent Full-Time

Job Number: SO

Department: Adult Correction

Division: Secretary's Office

Opening Date: 05/03/2024

Closing Date: 5/17/2024 5:00 PM Eastern

Job Class Title: User Support Analyst

Position Number:

Section: Institutions / Randall Building

Salary Grade: DT06

Description of Work

User Support Analyst

This is an INTERNAL POSTING open ONLY for current North Carolina State Government employees and for eligible RIF candidates from NC State Government.

If you are looking for a rewarding career, please consider the User Support Analyst opportunity with the North Carolina Department of Adult Correction. This is a full-time position (40 hours per week) with State Benefits, including health insurance, paid vacation, paid sick time, paid holidays, as well as retirement.

Position will serve as a technical support lead for all technology initiatives in SharePoint, computer support, and photo identification for Adult Correction - Prisons.

Position has extensive interaction with MIS (Management of Information Systems), State DIT agency, technical vendors, IT manager, and other stakeholders for all technology initiatives in user/computer support, SharePoint, and photo ID system for Department of Adult Correction (DAC).

• This position will support the Department's website, provide technical support to the (DAC) IT team and administrative staff.
• This position is responsible for researching, testing, and recommending new equipment technology and software trends for the Department, are essential.
• This position is responsible for providing the IT manager with solutions and guidance on operating systems and share in Department's direction for the future.
• This position supports the management of the SharePoint Department website.
• This position must provide and assist leadership to a team of employees in accordance with available resources, keying in on individual technical abilities and aptitudes for optimum performances as a team unit.
• Serves as second level of support for the photo identification services for all prison facilities, which include hardware and software support for the ID card printers, equipment inventory, supplies and creating ID cards for users as needed.
• Serves as backup NCID Administrator for prisons.
• Creates and tracks service desk tickets for all technical work performed to include updating and maintaining tickets on a daily basis for open issues.
• Organizes and develops complex and/or detailed technical procedures within policy and established practices and must be able to determine customer needs and effectively communicate to resolve issues with technical and non-technical customers.

This is a full-time position (40 hours per week) with

Note to Current State Employees:
The salary grade for this position is DT06. State employees are encouraged to apply for positions of interest even if the salary grade is the same as, or lower than, their current position. If selected for this position, a new salary will be recalculated taking into consideration the quantity of relevant education and experience, funding availability, and internal equity. Based upon these factors, a pay increase MAY result.

About the NC Dept. of Adult Correction (DAC):
The Dept. of Adult Correction is responsible for the care, custody, and supervision of all adults sentenced after conviction for violating North Carolina laws. This department includes State Prisons with custody, healthcare, and facility operations staff as well as the division of Community Supervision. Other divisions include Administration, Compliance & Accreditation, Comprehensive Health Services, Internal Affairs & Intelligence Operations, Post-Release Supervision & Parole Commission, and Rehabilitation & Reentry.
Knowledge, Skills and Abilities / Competencies

The Knowledge, Skills and Abilities listed below, along with the Minimum Education and Experience requirements, are REQUIRED to qualify for this position. We will not review resumes in lieu of Experience and Education listed on the application.

To qualify for this position, applicants must document on the application that they possess ALL of the following:

• Documented SharePoint experience developing, publishing, and maintaining websites.
• Documented experience troubleshooting computer hardware and software.
• Documented experience repairing computer hardware and software.

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 for details.

Bachelor's degree in computer science or an IT related field from an appropriately accredited institution plus one year of experience in the information technology field related to the position's role;

OR

Associate degree in computer science or an IT related field from an appropriately accredited institution and two years of experience in the information technology field related to the position's role;

OR

High school or General Educational Development (GED) diploma and four years of experience in the field of technology related to the position's role;

OR
An equivalent combination of education and experience.
Supplemental and Contact Information

The North Carolina Department of Adult Correction (DAC) is an Equal Opportunity Employer who embraces an Employment First philosophy which consists of complying with all federal laws, state laws and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job.

DAC uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.

It is critical to our screening and salary determination process that applications contain comprehensive information. Information should be provided in the appropriate areas to include the beginning and ending dates of jobs worked, education with the date graduated, all work experience, and certificates / licenses. Resumes will not be accepted in lieu of completing this application. Answers to Supplemental Questions must refer to education or work experience listed on this application to receive credit. Degrees must be received from appropriately accredited institutions.

• Applicants seeking Veteran's Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications.
• Applicants seeking National Guard Preference must attach a NGB 23A (RPAS) if they are a current member of the NC National Guard in good standing. If a former member of the NC National Guard who served for at least 6 years and was discharged under honorable conditions, they must attach either a DD256 or NGB 22.
• If applicants earned college credit hours but did not complete a degree program, they must attach an unofficial transcript to each application to receive credit for this education.
• If applying for a position certified through the NC Dept. of Justice - Criminal Justice Standards Division, click this link for specific certification requirements:
• The NC Dept. of Adult Correction must adhere to the US Dept. of Justice Final Rule on the "National Standards to Prevent, Detect, and Respond to Prison Rape." Click this link for information on hiring and promotion prohibition requirements for all positions in the NC Dept. of Adult Correction:
• Per , applicants hired into a position certified as a criminal justice officer or justice officer are required to electronically submit fingerprints to the NC State Bureau of Investigation for a state and national criminal history record check and enrollment in the This is in addition to submitting fingerprints during the application process.

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 and click "Application Status." If you are selected for an interview, you will be contacted by management. If you are no longer under consideration, you will receive an email notification.

For technical issues with your application, please call the Applicant Support Help Line at If there are any questions about this posting other than your application status, please contact D. Chancellor at

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.

01

Are you a current NC Department of Adult Correction employee or a layoff candidate from NC State Government eligible for Reduction-in-Force priority reemployment consideration?

• Yes
• No

02

Which of the following is the highest level of education you have completed?

• Some high school
• High school diploma or GED certificate
• Some college
• Associate degree
• Bachelor's degree
• Master's degree or higher

03

Briefly describe an example of your SharePoint experience developing, publishing, and maintaining websites.

04

Briefly describe an example of your experience troubleshooting computer hardware and software.

05

Briefly describe an example of your experience repairing computer hardware and software.

06

Have you ever been convicted of an offense against the law other than a minor traffic violation? (A conviction does not mean you cannot be hired. The offense and how recently you were convicted will be evaluated in relation to the position for which you are applying.)

• Yes
• No

07

If you answered "yes" that you have been convicted of an offense against the law other than a minor traffic violation, please explain the nature of the conviction and the date.

08

To qualify for this position, applicants must possess the required "Minimum Education and Experience" AND all "Knowledge, Skills and Abilities" listed on the job posting. I understand that my application MUST include a complete work history in the "Work Experience" section, all education in the "Education" section, and credentials in the "Certificates and Licenses" section. I understand that a resume is NOT a substitute for completing the sections listed above. Also, I understand that Supplemental Questions are part of the application and the answers are used in the screening process; all questions must be answered completely and accurately.

• Yes, I understand

Required Question