Pc Mobile Team Lead

Description of Work

Salary Grade: DT07 $65.604.00 - $84,000.00

The Team Lead position is based out of the Raleigh Headquarters, and is designated as hybrid for teleworking purposes. The selected candidate will be expected to work onsite 1-2 days a week.

At the North Carolina Department of Revenue our mission is to fund public services benefiting the people of North Carolina, we administer the tax laws and collect taxes due in an impartial, consistent, secure, and efficient manner. Together we are a SMART organization because we: Safeguard customer information; Maintain a knowledgeable workforce; Achieve a high level of understanding and compliance; Respond with accurate information through innovative services; and Treat our customers fairly. Through modernization efforts in technology we believe we've set a high standard that other agencies will admire. As an employer, we offer excellent benefits, stable work environment, competiti ve salaries, defined career paths, and training programs that will enable you to be successful.

This position will serve as a Team Lead for the PC Mobile team. The Team Lead serves as backup to the PC Mobile Manager, as well as, providing either operational and/or project leadership (to be determined upon hire) to the team as part of day-to-day operations. The PC Mobile team is comprised of a manager and 12 staff (including the Team Lead) and provides enterprise-wide IT request fulfillment (e.g., PC hardware, PC accessories, virtual desktops, printers, mobile devices, VOIP and PC software) and related IT support services to internal customers. The team administers the system management tools that manage endpoints under the PC Mobile purview.

The Team Lead performs analytical work, providing consultation, level 2 support and /or training to clients of computer or other technology-based systems. Employee provides technical support of PC and printer hardware, client operating systems, PC applications, and mobile devices. The position requires a general understanding of a wide variety of technologies to effectively support clients' technical needs at the tier 2 level or higher. Employee interacts with a broad range of clients and IT staff to resolve technical problems and ensure customer satisfaction. Employee has the ability to use a wide variety of technical resources (e.g. the internet, technical manuals etc.) in order to provide technical support to clients. Capable of resolving routine and non-routine problems. Able to solicit relevant information from clients to sufficiently describe non-routine problems to other technical experts. Demonstrates ability to document solutions that solve client problems and to clearly present these solutions. Employee works within the team and demonstrates courtesy and respect when dealing with others in order to foster a positive working relationship. Participates and meaningfully contributes to developing solutions for the team.

A sampling of duties are listed below:

• Keep the manager apprised of status/issues in area of responsibility
• Administer PC Mobile infrastructure systems such as MECM/Config Manager, Intune, HVD environment, Managed Print environment
• Deploy PC images and software packages via deployment tools such as MECM/Config Manager
• Solve software problems related to all DOR software (Windows 7/10, Microsoft Office, Outlook, Internet browsers and other COTS software in addition to custom DOR software)
• Document problems/issues and user information in the ticket tracking system
• Monitor ticketing systems ensuring you and your team's tickets are handled according to defined procedures and within a timely manner
• Deploy, support, and troubleshoot mobile devices such as iPhones and iPads when required
• Author problem resolutions and submit to the knowledge management system
• Monitor day-to-day activities in either the Operational side (ticket system and daily operations tempo) or the project side (business projects and process changes) to be determined upon hiring.
• Remote support and troubleshoot using tools such as Remote Desktop
• Act as the manager's backup for the PC Mobile team
• Deploy, support, and troubleshoot printers including parts replacement when required
• Answer inquiries via telephone, email, in person, and ticket submission
• Ensure statuses are updated and timelines are monitored and adhered to for the tickets system or project deadlines
• Keep the team members moving forward and engaged in assigned tasks or projects
• Provide IT Desktop support to all agency staff

COMPENSATION & BENEFITS:
The state of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees.
Some highlights include:

• Fourteen (14) vacation days/year which increase as length of service increases and accumulate year-to-year
• Twelve (12) holidays/year
• The best funded pension plan/retirement system in the nation according to Moody’s Investor’s Service
• Longevity pay lump sum payout yearly based on length of service
• Paid paternity leave
• 401K, 457, and 403(b) plans
• Twelve (12) sick days/year which are cumulative indefinitely

Learn more about employee perks/benefits:

• Why Work For NC
• NC OSHR: Benefits

Knowledge, Skills And Abilities / Competencies

• Able to work independently as well as within a team
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• Ability to interact with a broad range of customers applying customer service skills and best practices
• Experience in Microsoft Office Products such as O365, Outlook, Word, and Excel.
• Experience troubleshooting, repairing, and supporting Windows operating systems
• Ability to conduct research into a wide range of computing issues as required
• Willingness and ability to learn systems such as MECM/Config Manager and Mobile Device Management solutions
• Experience creating and using scripts within a Microsoft Windows environment
• Experience supporting mobile devices such as iPhones with a mobile device management solution.
• Experience deploying images and software with a deployment/management tool such as MECM/Config Manager
• Minimum 3 years’ experience performing Desktop Support in a medium or large environment
• Experience providing technical support by phone, remote control, and in person
• Experience troubleshooting desktop hardware, applications, and peripherals in complex environment
• Ability to resolve routine problems independently through standard troubleshooting procedures
• Experience using a ticketing system to track reported incidents through to resolution
• Experience rebuilding/repairing computer hardware as required

Management Preferences:

• Experience creating and managing images and software packages with a deployment/management tool such as MECM/Config Manager
• Experience in mobile device management including experience deploying, troubleshooting, and managing mobile devices such as iPhones in a mobile device tool such as Mobile Iron or Microsoft Intune
• Previous experience in a Team Lead role on an IT Support team
• CompTIA A+ or equivalent experience
• ITIL v3 or higher Foundations certification

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 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's 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; or High 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.
Supplemental and Contact Information
The Department of Revenue seeks to fill positions with the most qualified individuals in its effort to provide taxpayers with the most efficient and effective services possible.
This position is subject to federal and state criminal background checks that may include fingerprinting and verification of tax compliance. "Tax compliance" is defined as having filed and paid all North Carolina State taxes owed each year leading up to the current calendar year or currently in a non-delinquent payment status with the State of North Carolina on taxes that are currently owed to the state.
If selected for an interview, you may have the option to interview via telephone and/or other method as technology allows.
To be considered within the most qualified pool of applicants and receive credit for your work history and credentials, you must document all related education and experience on the State of North Carolina application in the appropriate sections of the application form. Any information omitted from the application cannot be considered for qualifying credit. NC DOR welcomes attached resumes, cover letters and reference information, but these items will not be used for screening for qualifying credit. Please make sure the application is completed in full. "See Resume" or "See Attachment" will NOT be accepted.
Applicants eligible for veteran's preference should attach a copy of form DD-214.
If you are having technical issues logging into your account or applying for a position please review the Get Help/FAQ's information on the website. If you are still experiencing technical issues with your application, please call the NeoGov Help Line at 855-524-5627.
If you have general questions about the application process, you may contact Human Resources at 919-814-1200 or [email protected] . Individuals with disabilities requiring disability-related accommodations in the interview process, please call the agency ADA Administrator at 919-814-1172.
NC Department of Revenue
Human Resources Division
919-814-1200