State of North Carolina IT User Support Analyst

Description of Work

Salary Recruitment Range: $61,027 - $76,365 

Salary Grade: DT06

Mission of the Industrial Commission 
The North Carolina Industrial Commission is vested as a court of exclusive and original jurisdiction by the General Assembly to adjudicate and administer the North Carolina Workers' Compensation Act. The Industrial Commission processes over 65,000 workers' compensation injury reports and claims filed annually under the Act. This responsibility includes overseeing and providing for the trial of contested cases as well as administering non-contested cases. Workers who are injured by accident on the job or who contract an occupational disease receive disability and medical benefits as ordered by the Industrial Commission. The Industrial Commission is also a court of original jurisdiction for litigating tort claims against the State under the North Carolina State Tort Claims Act. Additionally, the General Assembly has mandated the Industrial Commission to provide an adjudicated process for Childhood Vaccine-Related Injury claims, Compensation to Persons Erroneously Convicted of Felonies, and Eugenics claims. It acts as a court of exclusive and final jurisdiction for death claims made by families of law enforcement officers, fire fighters, rescue squad workers and civil air patrol members arising under the Public Safety Employees' Death Benefits Act. Each of these adjudicatory systems requires administration of contested and uncontested claims, review of agreements, and supervision of payment of benefits. 

Primary Purpose of the Organizational Unit 
The Information Technology (“IT”) Section promotes and supports the Industrial Commission’s effective use of information technology hardware and software solutions to enable the Industrial Commission to fulfill all aspects of its operations. In doing so, the IT Section develops plans and procedures for Industrial Commission technical and operational processes; manages, tracks, maintains, and upgrades Industrial Commission information systems technology hardware and software applications/licenses; monitors Industrial Commission data security and access; and provides technology training and internal end-user hardware, software, and network support to Industrial Commission employees. 

Primary Purpose of the Position 
This position includes the following responsibilities: 1) monitoring and performing related maintenance, updates, and upgrades on desktop and laptop environments, applications, and websites; 2) monitoring the NCIC support ticket queue and assigning, reassigning, and escalating support tickets, as needed; 3) assisting users with all types of IT requests; 4) developing IT documentation and test plans; 5) assisting in maintaining and updating the Industrial Commission website; and 6) interacting frequently with DIT staff for support assistance.

 

Incentives of NC State Employment: We value our employees and offer a wide variety of competitive and family-friendly benefits. Benefits to include:   

• 12 Annual paid Holidays
• North Carolina State Health Plan administered by Blue Cross Blue Shield of NC
• Supplemental Benefits including: Flexible Spending Accounts, Accident Insurance, Cancer & Specified Disease, Critical Illness, Dental and Vision
• NC State Retirement (TSERS)
• WeSave Employee Discounts

Learn more about new hire resources, safety, health, and wellness information, leave options, employee discounts and more by selecting the link below:  https://oshr.nc.gov/state-employee-resources/benefits.

Knowledge, Skills and Abilities / Competencies

• Demonstrated experience installing, configuring, and supporting Windows desktop application environments, web application environments, Microsoft Office suite, basic networking, support of mobile devices, and M365 Exchange Administration.
• Demonstrated ability to troubleshoot standard/common operating systems, desktop applications, and other software and hardware issues.
• Demonstrated experience with IT asset management, with the ability to maintain monthly reporting, resolve inventory discrepancies, deploy and track IT equipment, request vendor quotes, and manage and order supplies.
• Demonstrated ability to determine customer needs and effectively communicate with IT customers, system users, and technical experts.

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.

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's 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.

Management Preferences:
• Experience with NCID, Salesforce, Webex, and NCMail is highly preferred.
• Experience with ServiceNow Help Desk software, HTML and IIS website administration is desirable.

Supplemental and Contact Information

For consideration for this vacancy, all applicants must complete an on-line application using the “APPLY” button above. If multiple applications are submitted to an individual posting, only the most recent application received prior to the posting close date will be evaluated for the consideration. Applications for positions requiring specific coursework must be accompanied by a copy of the applicant's transcript. 

Academic Degrees must be from appropriately accredited institutions and will be verified. If you are selected for a position at DOI/IC, your academic credentials will be verified.
  
To receive credit for your work history and credentials, you must list the information on the State Application. Any information omitted from your application cannot be considered for qualifying credit.
  
The Department of Insurance/Industrial Commission may conduct criminal history checks of all job applicants recommended for employment. Failure to accurately acknowledge information on criminal convictions on the state application form will be grounds for non-consideration of applications, disciplinary action, and possible criminal prosecution.
  
The Department of Insurance/Industrial Commission is an Equal Employment Opportunity employer and uses the merit-based recruitment and selection plan to fill positions subject to the State Personnel Act with the most qualified individuals.
  
***INCLUDE ALL RELEVANT EDUCATION, WORK EXPERIENCE IN THE DESIGNATED EDUCATION AND WORK HISTORY SECTION ON THE FORMAL APPLICATION***
 
***Applications with "see attached" or resumes in lieu of completed education and work experience on the formal application will be deemed incomplete and will not be eligible for consideration for the vacancy***
  
Applicants requesting and receiving an accommodation under the Americans with Disabilities Act (ADA) are eligible to submit paper applications via mail or by fax.
  
Applicants seeking Veteran's Preference under N.C.G.S .126 must submit a DD Form 214, Certificate of Release or Discharge from Active Duty. This information may be attached to the online application or be faxed on or before the closing date.
  
Applicants may check the status of their application for a vacancy at any time by logging in to the government jobs system using the above link.  Once the applicant has logged in, the status of each submitted application is documented next to each vacancy for which they have applied.