Location: Morganton,NC, USA
User Support Technician II
Broughton Hospital is currently recruiting for a User Support Technician II in the Information System Services (ISS) department. The primary purpose of the Broughton Hospital User Support Technician II is to assist computer users at Broughton Hospital with IDs, passwords and with software and applications that are made available via the LAN. This assistance will primarily be in the form of phone support, utilization of remote-control software, and some scheduled one on one assistance with end users. This position will be required to write technical instructions and create written standard operating procedures. All members of the Broughton ISS team are responsible for assisting the hospital and staff in complying with HIPAA Security policies and Security Standards. Team members should also know their assigned responsibilities as members of the Disaster Recover Team as defined within the Broughton Hospital Disaster Recovery and Business Continuity Plan. The User Support Technician II will also be responsible for utilizing the cloud hosted, ServiceNow application to receive support related requests. The User Support Technician will either resolve the request or escalate to another member of the ISS team based on problem type and will log resolutions to establish both an end user and ISS team knowledge base. The User Support Technician II position will occasionally have to evaluate and install additional software onto the LAN and will sometimes need to reconfigure existing software applications. Analysis of new software includes learning to use the software proficiently, judging the usability by staff in the hospital, determining possible problem areas, and establishing and documenting roll out procedures and subsequently implement the software rollout. The User Support Technician II position will occasionally have to add additional hardware to the LAN and will sometimes need to reconfigure existing hardware.
The normal working schedule for this position is Monday through Friday from 8:00am to 5:00pm; however, flexibility is required for training purposes and to meet the needs of the hospital.
This position is designated as Mandatory and must report or stay over during adverse weather events.
Salary Grade: DT05
Recruitment Range: $56,770 - $85,155
Position: 65019638
Exam Plan: 24-11535To receive credit for all your work history and credentials, you must list the information in the Work Experience section of your NC State application form. Any information listed under the text resume section; Additional Information or on an attachment will not be considered for qualifying credit. Qualified candidates must document on the application that they clearly possess the following:
* Knowledge of computers and related information technology devices.
* Experience providing technical support over the phone and recording details into an IT Service Management application.
Management prefers candidates with the following:
* Helpdesk experience
* Documented ability to identify trends and make recommendations for technical modifications.
* ServiceNow software.
Associate degree in computer science or an IT related field from an appropriately accredited institution and one year of experience in the information technology field related to the position's role;
or High school or General Educational Development (GED) diploma and three years of experience in the field of technology related to the position's role;
or an equivalent combination of 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 oshr.nc.gov/experience-guide for details. About the Facility:
Broughton Hospital operates 382 beds and is one of the three regional psychiatric hospitals with statutory responsibility for operating as part of the Division of State Operated Healthcare Facilities (DSOHF). With the North Carolina Department of Health and Human Services, we provide help and support to North Carolinians, and their families, experiencing mental illness. Our hospital serves the western thirty-seven (37) counties of North Carolina, as part of the state's system of care and treatment for persons with mental illness.
The North Carolina Department of Health and Human Services is an Equal Opportunity Employer.
Positions in the Division of State Operated Healthcare Facilities shall be subject to pre-employment drug testing and criminal record background checks. Also, the use of tobacco products of any kind including vapor products are prohibited from our campuses. All employees are required to adhere to the facility's Vaccination Policy.
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. You will either receive a call to schedule an interview or an email notifying you when the job has been filled.
For technical issues with your application, please call the NeoGov Help Line at 855-###-####. Applicants will be communicated with via email only for updates on the status of their application.