The North Carolina Administrative Office of the Courts (NCAOC) is seeking a qualified IT Help Desk Specialist to provide first level hardware and software support to end users. This position is critical in promoting a positive customer relationship and requires a high customer service orientation and strong interpersonal skills to provide effective support to a diverse population.
Primary responsibilities include but are not limited to the following:
- Responsible for responding via phone or electronically to inquiries and requests for assistance.
- Identify problems, categorize, prioritize, troubleshoot and provide advice to assist end-users.
- Provide consultation, support, and/or training to clients of computer or other NCAOC based applications.
- Coordinate with other Help Desk team members to resolve problems, if necessary, and dispose of tickets within Service Level Agreement (SLA) guidelines.
This position reports to the Customer Relations Manager. The schedule for this position is Monday and Tuesday, 5:00 PM – 1:00 AM; Saturday and Sunday, 7:00 PM– 7:00 AM. (2) 8-Hour Shifts and (2) 12-Hour shifts for a 40-Hour week. On holidays the shift is 7:00 PM– 7:00 AM. During Holiday weeks, the Monday and Tuesday shift will be adjusted to avoid exceeding 40 hours. This position is a 100% remote work position.
Knowledge, Skills and Abilities / Competencies
Knowledge of: Enterprise Justice (Odyssey) and/or magistrate duties; Microsoft Windows 10 operating system; Office 365 suite; and Ticketing system software.
Skills in: analyzing and diagnosing user problems; and basic knowledge of computers, monitors, printers and network equipment.
Ability to: multitask; assess risk and provide mitigation actions; follow established procedures; read and interpret hardware and software manuals, and provide necessary information to users; communicate and work with all levels of judicial personnel in the field; communicate effectively in oral and written formats; and maintain and acquire new skills through ongoing research and training.
Minimum Education and Experience Requirements
Graduation from high school and one (1) year of computer-related experience; or an equivalent combination of education and experience.
Attach résumé.
Supplemental and Contact Information
The Technology Services Division of the NC Administrative Office of the Courts is an award winning team! Check out our recent accolades:
Center for Digital Government – Digital Government Achievement Awards
2012 State Level – Government to Government
2008 State Level – Government to Citizen
2003 State Level – Best of the Web (BOW)
Government Computer News Award
2014 IT Excellence – Public Sector Projects
National Association of State Chief Information Officers
2012 State Level – Government to Business
2007 State Level – Government to Government
Meet the TSD Team of the NC Administrative Office of the Courts.
Employment Benefits
Generous Insurance Options
Retirement Package (purchase option for other government plans)
Flexible Benefits Package
401(k)
Vacation & Sick Leave
Longevity Program
Service Awards
Come join a great team! Learn more about the NC Administrative Office of the Courts here: http://www.nccourts.org/Careers