Description

The User Support Technician II (Service Technician II) plays a critical role on the Service Desk, dedicated to advanced troubleshooting for state and local employees, private businesses, schools, and citizens of North Carolina. The DIT Service Desk operates 24/7/365 as the single point of contact for customer-submitted incidents and service requests. The Service Desk Technician II offers consultation, elevated support, and advanced instruction on various IT systems including hardware, software, operating systems, and networking. This position works under general supervision and is responsible for researching and analyzing issues, promoting customer relationships, and providing high-quality customer service.

Company Culture and Environment

The Service Desk environment promotes teamwork and collaboration, with a focus on delivering excellent customer service. The role requires strong interpersonal skills and a customer-oriented approach, which suggests a supportive and inclusive workplace culture.

Career Growth and Development Opportunities

This position offers opportunities for continuous learning and development in IT service management and technical support, as well as potential pathways for career advancement within the organization.

Detailed Benefits and Perks

While specific benefits are not listed, the role’s professional development opportunities and the emphasis on a positive customer service experience suggest a workplace that values employee growth and satisfaction.

Compensation and Benefits

• Competitive compensation based on experience
• Opportunities for professional growth and development
• Work-Life balance with flexible working arrangements including hybrid options
• Potential for holiday and weekend work, providing extra pay opportunities

Why you should apply for this position today

This role is an exceptional opportunity to join an essential service that directly impacts the community. If you are looking for a position that allows you to utilize your technical skills while fostering relationships with a diverse user base, this position is perfect for you.

Skills

• Excellent customer service skills
• Advanced technical knowledge for troubleshooting
• Enhanced computer literacy
• Understanding of call center environments and Service Desk roles
• Proficient communication skills (verbal and written)
• Advanced troubleshooting skills in Microsoft Windows, Office suite, and web-based applications
• Ability to organize and follow complex technical procedures
• Demonstrated sense of ownership, reliability, and urgency
• Proficient in translating technical issues for non-technical users

Responsibilities

• Provide advanced technical support via phone, email, and ticketing systems
• Research, analyze, and resolve user-reported issues
• Maintain a high level of customer service orientation
• Document details into the IT Service Management application using ITIL methodology
• Collaborate with team members to improve service delivery
• Escalate unresolved issues to appropriate technical teams

Qualifications

• 2-4 years of related work experience in IT support
• Experience with ServiceNow preferred
• HDI Support Center Analyst, ITILv3 Foundation, or A+ certification highly preferred

Education Requirements

• Associate degree in Computer Information Technology, Computer Technology Integration, Networking Technology, or a related field from an accredited institution

Education Requirements Credential Category

• Associate Degree

Experience Requirements

• 2-4 years of relevant work experience or an equivalent combination of education and experience

Why work in Raleigh, NC

Raleigh is known for its vibrant community, innovative tech scene, and quality of life. With a rich blend of culture, education, and outdoor activities, Raleigh offers a dynamic environment for professionals looking to grow both personally and professionally. The city is home to numerous tech companies and provides a supportive network for IT professionals.