The N.C. Department of Information Technology serves as the Technology Center for the State of NC, providing essential technology services to government agencies and educational institutions. They are seeking a User Support Analyst to provide technical support in troubleshooting, problem solving, and managing IT requests while collaborating with various teams to resolve network and application issues.
Responsibilities
- Resolve IT requests, incidents, and problems within established service level agreements
- Evaluate and prioritize incoming incidents using both technical knowledge and understanding of business impact
- Collaborate with application development teams to identify and communicate detailed technical information related to application-level issues
- Work with network infrastructure teams to diagnose customer-level network problems and provide accurate technical details for resolution
Skills
- Bachelor's degree in computer science or an IT related field from an appropriately accredited institution plus one year of experience in the information technology field related to the position's role
- Or Associate 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 High school or General Educational Development (GED) diploma and four years of experience in the field of technology related to the position's role; or an equivalent combination of education and experience
- Experience with Customer Service protocols, Windows 10, Windows 11, ServiceNow incident tracking system, basic PC and networking principles and Microsoft Office products
- Working knowledge of VPN, Active Directory and Microsoft Exchange
- Ability to communicate with a wide variety of users in both oral and written formats and should be able to convey technical issues to customers, peers and to specialists
Company Overview
- The N.C. It was founded in 2015, and is headquartered in Raleigh, North Carolina, USA, with a workforce of 1001-5000 employees. Its website is https://it.nc.gov.