User Support Technician II Position Available In Wake, North Carolina

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User Support Technician II 
Salary $58,757.00 – $88,135.00 Annually Location Wake County, NC Job Type Permanent Full-Time Job Number 25-06823 60077415 DWS Department Dept of Commerce Division Division of Workforce Solutions Opening Date 06/25/2025 Closing Date 7/3/2025 5:00 PM Eastern Job Class Title User Support Technician II Position Number 60077415 Section DWS Information Technology Salary Grade

DT05 DESCRIPTION

BENEFITS
QUESTIONS
Description of Work Unleash your potential and make an impact! The Department of Commerce, Division of Workforce Solutions is currently accepting applications for the User Support Technician II in Raleigh This is a full-time position (40 hours per week) with State Benefits, including health insurance, as well as retirement.

• Salary Grade:

  DT05

• Recruitment Range:

  $58,757- $80,790

• The Division of Workforce Solutions (DWS) Support Services Unit is seeking a motivated and customer-focused User Support Technician II to serve as a key member of our Service Desk Support team.

This position plays a vital role in ensuring technical assistance and support for a variety of programs, departments, and offices within the agency’s IT network, including NCWorks Career Centers across the state. As the first point of contact for technical support, the User Support Technician II is responsible for answering incoming calls, documenting and tracking service requests in the WITS ticketing system and providing timely and effective support to end users. This role offers direct consultation and guidance, helping users navigate authentication issues, unlock passwords, reset credentials, and troubleshoot a variety of technical challenges. The position promotes positive customer relationships by following established procedures, prioritizing service tickets, and ensuring a high standard of customer care.

Key Responsibilities:

Serve as the initial point of contact for end-user technical support requests via phone or ticketing system.
Document, track, and resolve technical issues using the WITS ticketing system.
Provide assistance with user authentication across multiple systems and applications, including password resets and security verification.
Troubleshoot common hardware, software, and connectivity issues; escalate complex problems as needed.
Promote clear, friendly, and professional communication with users to ensure positive support experiences.
Educate users on basic processes or troubleshooting steps as needed. About the Division of Workforce Solutions
The mission of the North Carolina Division of Workforce Solutions (DWS) is to develop North Carolina’s workforce talent, help individuals advance their career opportunities, and meet business workforce needs by connecting talent to jobs. 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 Aetna 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 benefits link. It is critical to our screening and salary determination process that applications contain comprehensive information. Information should be provided in the appropriate areas to include the beginning and ending dates of jobs worked, education with the date graduated, all work experience, and certificates/licenses. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position. Knowledge, Skills and Abilities / Competencies The Knowledge, Skills, and Abilities listed below, along with the Minimum Education and Experience Requirements, are

REQUIRED

to qualify for this position. We will not review resumes in lieu of the Experience and Education listed on the application (additional statement below). Click these links for additional information: Introduction to the Job Application and Addressing Knowledge, Skills, and Abilities. To qualify for this position, applicants must document on the application that they possess ALL of the following: Experience providing authentication support and resolving routine registration, password, and lockout issues.
Knowledge of helpdesk or service desk environments and related best practices.
Proficient in using ticketing systems and remote desktop tools such as SCCM Remote Desktop or GoTo Assist.
Strong troubleshooting and problem-solving skills with the ability to document technical issues clearly.
Excellent verbal and written communication skills.
Ability to organize tasks, follow detailed procedures, and manage priorities effectively.
Strong customer service orientation with the ability to build proactive and educational relationships with users.
Ability to translate technical information into clear, user-friendly language for non-technical audiences. 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 detail. Associate’s 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. Supplemental and Contact Information About the Department of Commerce The North Carolina Department of Commerce is the state’s lead agency for economic, community and workforce development. The department works with local, regional, national and international organizations to fulfill its mission to improve the economic well-being and quality of life for all North Carolinians. Commerce is an Equal Opportunity Employer who embraces an Employment First philosophy which consists of complying with all federal laws, state laws and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job. Our