User Support Specialist - EHRA

User Support Specialist - EHRA page is loaded## User Support Specialist - EHRAlocations:
Wake County, NCtime type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
March 10, 2026 (7 days left to apply) job requisition :
JR-110189
** Agency
* * Department of Information Technology
** Division
* * DIT Transportation
** Job Classification Title
** User Support Specialist (NS)
** Position Number
**** Grade
* * DT07

The N.C. Department of Information Technology (NCDIT) serves as the Technology Center for the State of NC. Services that NCDIT provides reach a client base of state and local government agencies, as well as schools, colleges and universities. NCDIT’s mission is to enable trusted business-driven solutions that meet the needs of North Carolinians. NCDIT provides technology services to state agencies and is charged with closing the digital divide by expanding availability of broadband services and promoting the adoption of affordable, high-speed internet.
** Description of Work
** Salary Range: $70,528 - $105,793     The position is designated Statutory Exempt (EHRA) and is exempt from the State Human Resources Act
We currently have an opening for a User Support Specialist    This position may be eligible for hybrid remote work in accordance with state policy and the agency’s remote work program but does require weekly onsite work      The User Support Specialist serves as an entry level frontline supervisor for the Service Desk providing entry level supervision to help lead and evaluate the team workflow to ensure timely response and resolutions of problems.
Duties include, but are not limited to:  
• Manage high-volume call intake (approximately 200 calls daily)  
• Ensure appropriate staffing coverage and queue management  
• Perform daily system checks (AD, NCID, AvePoint, Cayasoft)  
• Monitor system health dashboards and identify emerging trends  
• Review ticket quality for accuracy, completeness, and professionalism  
• Monitor call metrics, SLAs, and service levels  
• Track and report on KPIs such as SLA compliance, call abandonment, and resolution times    About the Division:  The Service Desk provides a single point of contact for all computer incidents and tier one computer support to all NCDOT computer users statewide and facilitates call tracking and routing to several level two business application helpdesks within the organization. These staff members provide consultation, support, and/or training to clients of computer or other information technology based systems.
** Knowledge

Skills and Abilities

/Management Preferences
**** The following Management Preferences are not required, but applicants that possess these skills are preferred:*
* • Quick learner with ability to achieve organizational integration, assimilate job requirements, employ new ideas, concepts, methods and technologies.
• ITIL 4 Foundation Certification
• Knowledge Management Experience Discover why NCDIT is the ideal destination for your professional growth
- ** Minimum

Education and Experience
** 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 the

Education and Experience Equivalency Guide for details.

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

ORHigh School or General Educational Development (GED) diploma and five years of experience in the information technology field related to the position’s role; or an equivalent combination of education and experience.
** EEO Statement
** The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.
** Recruiter:
** Tina Honeycutt Holmes
** Recruiter Email:
** _recruitment
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