Job Description

Agency Department of Information Technology
Division Chief Deputy SCIO
Job Classification Title Network Technician (S)
Position Number 60087557
Grade DT03
About Us
The N.C. Department of Information Technology (NCDIT) serves as the Technology Center for the State of NC. Services that NCDIT provides reach a client base of state and local government agencies, as well as schools, colleges and universities. NCDIT's mission is to enable trusted business-driven solutions that meet the needs of North Carolinians. NCDIT provides technology services to state agencies and is charged with closing the digital divide by expanding availability of broadband services and promoting the adoption of affordable, high-speed internet.
Description of Work Salary Range: $50,844 - $76,266
Are you ready to take the next step in your career?
We currently have an opening for a Telecommunications Technician
This position may be eligible for hybrid remote work in accordance with state policy and the agency's remote work program but does require weekly onsite work
On a daily basis this position works directly with internal teams, state agencies, local and county governments, universities and school systems and telecommunications vendors. The individual will use extraordinary customer care skills to ensure that every customer request is handled to completion on-time and with accuracy.
Key Responsibilities:

• Manage simultaneous, urgent deadlines daily for multiple external and internal customers.
• Process requests to order and provision services and enter billing details for all voice and data services including, but not limited to, Centrex, POTS, PRI, VOIP, Point to Point Circuits, and cabling requests. This includes coordinating installations with appropriate vendors. and completing monthly invoices before the cycle deadline in Net Plus.
• Ensure vendors meet all requested due dates, research missed due dates to prevent future occurrences and ensure accuracy for client invoicing.
• Track and audit work orders to ensure accurate and timely completion in all systems including ServiceNow and Net Plus according to operational guidelines.
• Consult with clients, both internal and external, to determine business requirements, and quote telecommunication services pricing as required.
• Communicate effectively verbally and in writing with vendors as well as internal and external customers, providing status updates.
• Handles expedite requests for customer and escalate problems to vendors and internal teams as needed to ensure complete customer satisfaction.
• Complete daily tasks accurately and on-time utilizing various systems such as Net Plus, ServiceNow and various vendor portals without direct supervision and with minimal errors.
• Research, analyze and verify vendor charges as well as maintain record validity in billing, inventory and ticketing systems for over 4,000 separate government agencies and customer across North Carolina.
• Work with internal teams and vendors to review systems, automate processes and improve efficiency and accuracy, reduce delays and ensure complete customer satisfaction on every request and transaction.

About the Division:
Service Delivery-Request Fulfillment Provisioning is a section the NC
Dept. of Information Technology (DIT) which is the principal resource management provider for the State of North Carolina. The primary purpose of Request Fulfillment within Service Delivery is providing administrative services for ordering and provisioning of telephony and data services along with specialized operational support of telecommunications services. Our organization is the statewide-designated organization for providing Voice, LAN,
WAN, Cabling, Long Distance, and Security related services with a total budget of approximately $94 million. These funds are generated by DIT invoicing clients for telecommunication services rendered. Functions of the Request
Fulfillment team include developing and implementing telecommunication business processes unique to our team, processing service order requests to vendors, inputting billing data into DIT's systems, processing vendor billing for
some services, inventory management and assisting in establishing rates, preparing financial forecasting and trend analysis.
Knowledge Skills and Abilities/Management Preferences
The following Management Preferences are not required, but applicants that possess these skills are preferred:
Previous experience with DIT's ordering, billing, inventory and ticketing systems, NetPlus and ServiceNow, as well as experience working in vendor portals.
Basic knowledge of VOIP services and data network circuits is required.
Working knowledge of ordering, billing and inventory management processes.
Discover why NCDIT is the ideal destination for your professional growth -
Minimum 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 the Education and Experience Equivalency Guide for details.
High School or General Educational Development (GED) diploma and one year of IT experience; or an equivalent combination of education and experience.
EEO Statement
The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.
Recruiter: Tajia Brown
Recruiter Email:
dit_hr_recruitment@nc.gov

Skills Required