Computer Support Tech III
: Job Details :

The primary purpose of this position is to troubleshoot and provide technical support, installation, and training for all computer (hardware and software), telephone, printing, and other equipment/devices. Responsibilities include research, evaluation, and development of applications and technical content for software use specific to department programs, making recommendations for purchases, and providing technical advice on software packages. The role also involves generating ad hoc reports and regular statistical data, managing electronic and physical storage of agency records, and acting as a State Security Officer. Work must be prioritized and completed in a timely manner to ensure staff can meet state mandates.Key Responsibilities:First line of support for all computer hardware/software/VOIP Phones and printing issues.Create user guides, training manuals, cheat sheets, and other resources for staff.Act as system administrator for Compass, Laserfiche, and LMS software, including setting up users, password resets, and implementing system changes to meet user needs.Ensure policy adherence of programs and act as the State security officer, being the primary contact for the DHHS Customer Service Center with authority to create/revoke users in the NC Identity Management System.Grant/revoke access to various state systems including NCFAST and NC Tracks.Perform security audits to ensure compliance and security of state and local systems.Administrator for VOIP telephone and voicemail system, including setup for new employees and troubleshooting issues.Utilize Microsoft SQL Server Studio, Microsoft Access, Microsoft Excel, and Compass reporting to create queries and reports.Provide training for various software including Compass, Laserfiche, Day Sheets, Learning Management, Outlook, and Excel.Work with other IT staff on a regular basis to resolve computer/phone/server/printer issues.Collaborate with DHHS Help desk staff, NC Tracks staff, and various software vendors to resolve computer/software/phone related issues.SKILLS & ABILITIES:This employee needs considerable knowledge of computers and related information technology devices, including the software packages utilized. The ability to communicate effectively with users who may not be coherent in clarifying problem situations is essential, as well as the ability to coordinate with information systems professionals and users to solve technical problems. The role requires the ability to work under time constraints and other demands, establish and maintain effective working relationships, and train, direct, and coordinate the work of others.MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS:Graduation from a two-year technical college with a degree in computer operations, computer programming, computer information systems, or a closely related field, and two years of experience in the use of computing and information technology resources; or an equivalent combination of training and experience.SELECTION PROCESS: Selection will be by structured interview. Applications will be reviewed to select the best-qualified applicants for admission to interview.PHYSICAL DEMANDS:N (Not Applicable) Activity is not applicable to this position.O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs/day)F (Frequently) Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs/day)Physical Demands:Stand FWalk FSit FManually Manipulate CReach Outward FReach Above Shoulder OClimb OCrawl OSquat or Kneel OBend OLift/Carry:10 lbs or less O11-20 lbs. O21-50 lbs. O51-100 lbs. OOver 100 lbs. NPush/Pull:12 lbs or less F13-25 lbs. O26-40 lbs. O41-100 lbs. O#J-18808-Ljbffr