User Support Analyst

State of North Carolina; North Carolina; On-site; USD 63,000 - 95,000; Full time

Job summary

The North Carolina Department of Adult Correction seeks a User Support Analyst for a full-time role that involves extensive interaction with technology systems, particularly in SharePoint and Power BI. This position requires managing the department’s SharePoint website and providing technical support to various stakeholders while also ensuring effective team performance. Offering competitive state benefits, this internal posting is exclusive to current employees.

Benefits

Health insurance

Paid vacation

Paid sick time

Paid holidays

Retirement benefits

Qualifications

• Experience with SharePoint and Power BI is essential.
• Understanding of online and on-premises environments is required.
• Documented experience in technology support at the administrative level.

Responsibilities

• Manage and support SharePoint website for Department of Adult Correction.
• Provide technical support to IT team and administrative staff.
• Serve as second level of support for technical issues across institutions.

Skills

SharePoint

Power BI

NCID Administrator

ServiceNow

Customer Service

Education

Bachelor's degree in computer science or IT related field

Associate degree in computer science or IT related field

High school diploma or GED

Job description

User Support Analyst | Government Jobs page has loaded.

State of North Carolina

$63,163.00 - $94,745.00 Annually

Location

Wake County, NC

Permanent Full-Time

Job Number

25-07363 INST 60056936

Adult Correction

Division

Operations

06/10/2025

Closing Date

6/26/2025 at 5:00 PM Eastern Time (US & Canada)

User Support Analyst

Position Number

60056936

Secretary's Office/ Prisons/ Information Systems

If you are looking for a rewarding career, please consider the User Support Analyst opportunity with the North Carolina Department of Adult Correction. This is a full-time position (40 hours per week) with State Benefits , including health insurance, paid vacation, paid sick time, paid holidays, as well as retirement.

Position has extensive interaction with MIS (Management of Information Systems), State DIT agency, technical vendors, IT manager, and other stakeholders for all technology initiatives in SharePoint and user/computer support for Department of Adult Correction (DAC).

• This position will manage and support the Department’s Institutions SharePoint website, provide technical support to the(DAC) IT team and administrative staff.
• Candidate must be able to demonstrate SharePoint & Power BI experience and understand online and on-premises environments, including site collections, lists, libraries, and web parts.
• This position will manage and support the NCFS/NCFATS and provide support as NCID Administrator for DAC Institutions.
• This position is responsible for providing the IT manager with solutions and guidance on operating systems and share in Department’s direction for the future.
• This position must provide and assist leadership to a team of employees in accordance with available resources, keying in on individual technical abilities and aptitudes for optimum performances as a team unit.
• Serves as second level of support for technical issues, imaging and deployment of computers, Webex, photo identification services for all Institutions, as needed.
• Creates and tracks service desk tickets in ServiceNow for all SharePoint and technical requests to include updating and maintaining tickets daily.
• Organizes and develops complex and/or detailed technical procedures within policy and established practices and must be able to determine customer needs and effectively communicate to resolve issues with technical and non-technical customers.
• Provides second level support to service desk and call-center for users.
• Establish and maintain effective and proactive working relationships with internal and external customers.
• IT manager will rely on candidate to use sound judgement and direction in applying and interpreting policies and practices and to display exceptional interpersonal skills when dealing with all stakeholders.

This position is an Anticipated Vacancy.

This is an INTERNAL POSTING open ONLY for current employees of the NC Department of Adult Correction.

Note to Current State Employees: The Salary Grade for this position is DT06. State employees are encouraged to apply for positions of interest even if the salary grade is the same as, or lower than, their current position. If selected for this position, a new salary will be recalculated taking into consideration the quantity of relevant education and experience, funding availability, and internal equity. Based upon these factors, a pay increase/decrease MAY result.

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.

To qualify for this position, applicants must document in the Description of Work section of their application that they possess ALL of the following were applicable:

Documented experience working in SharePoint.

Documented experience working in Power BI.

Documented experience working in NCFATS.

Documented experience in NCID as administrator.

Documented experience working in ServiceNow platform.

Description of Work

If you are looking for a rewarding career, please consider the User Support Analyst opportunity with the North Carolina Department of Adult Correction. This is a full-time position (40 hours per week) with State Benefits , including health insurance, paid vacation, paid sick time, paid holidays, as well as retirement.

Position has extensive interaction with MIS (Management of Information Systems), State DIT agency, technical vendors, IT manager, and other stakeholders for all technology initiatives in SharePoint and user/computer support for Department of Adult Correction (DAC).

• This position will manage and support the Department’s Institutions SharePoint website, provide technical support to the(DAC) IT team and administrative staff.
• Candidate must be able to demonstrate SharePoint & Power BI experience and understand online and on-premises environments, including site collections, lists, libraries, and web parts.
• This position will manage and support the NCFS/NCFATS and provide support as NCID Administrator for DAC Institutions.
• This position is responsible for providing the IT manager with solutions and guidance on operating systems and share in Department’s direction for the future.
• This position must provide and assist leadership to a team of employees in accordance with available resources, keying in on individual technical abilities and aptitudes for optimum performances as a team unit.
• Serves as second level of support for technical issues, imaging and deployment of computers, Webex, photo identification services for all Institutions, as needed.
• Creates and tracks service desk tickets in ServiceNow for all SharePoint and technical requests to include updating and maintaining tickets daily.
• Organizes and develops complex and/or detailed technical procedures within policy and established practices and must be able to determine customer needs and effectively communicate to resolve issues with technical and non-technical customers.
• Provides second level support to service desk and call-center for users.
• Establish and maintain effective and proactive working relationships with internal and external customers.
• IT manager will rely on candidate to use sound judgement and direction in applying and interpreting policies and practices and to display exceptional interpersonal skills when dealing with all stakeholders.

This position is an Anticipated Vacancy.

This is an INTERNAL POSTING open ONLY for current employees of the NC Department of Adult Correction.

Note to Current State Employees: The Salary Grade for this position is DT06. State employees are encouraged to apply for positions of interest even if the salary grade is the same as, or lower than, their current position. If selected for this position, a new salary will be recalculated taking into consideration the quantity of relevant education and experience, funding availability, and internal equity. Based upon these factors, a pay increase/decrease MAY result.

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 Experience and Education listed on the application. Click these links for additional information:Introduction to the Job Application andAddressing Knowledge, Skills and Abilities . (Note: These links were created for applicants of Dept. of Adult Correction jobs and may not reflect the policies or procedures of other State agencies.)

To qualify for this position, applicants must document in the Description of Work section of their application that they possess ALL of the following were applicable:

• Documented experience working in SharePoint.

• Documented experience working in Power BI.

• Documented experience working in NCFATS.

• Documented experience in NCID as administrator.

• Documented experience working in ServiceNow platform.

Management Preference:

• Demonstrated experience with MS365 Core Services
• Demonstrated experience using METS.

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. Seeoshr.nc.gov/experience-guidefor details.

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.

Supplemental and Contact Information

Department of Adult Correction is one of the largest state agencies with more than 19,000 employees. It is responsible for safeguarding and preserving the lives and property of its citizens through prevention, protection, and preparation as well as the care, custody, and supervision of all adults sentenced after conviction for violating North Carolina laws. This department includes State Prisons with custody, healthcare, and facility operations staff as well as the division of Community Supervision. Other divisions include Administration, Compliance & Accreditation, Comprehensive Health Services, Internal Affairs & Intelligence Operations, Post-Release Supervision & Parole Commission, and Rehabilitation & Reentry.

The North Carolina Department of Adult Correction (DAC) is an Equal Opportunity Employerwho embraces an Employment First philosophy which consists of complying with all federallaws, 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.

DAC uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.

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. Resumes will not be accepted in lieu of completing this application. Answers to Supplemental Questions must refer to education or work experience listed on this application to receive credit. Degrees must be received from appropriately accredited institutions.

• Applicants seeking Veteran's Preference must attach aDD-214 Member-4 Form(Certificate of Release or Discharge from Active Duty) to their applications.
• Applicants seeking National Guard Preference must attach a NGB 23A (RPAS) if they are a current member of the NC National Guard in good standing. If a former member of the NC National Guard who served for at least 6 years and was discharged under honorable conditions, they must attach either a DD256 or NGB 22.
• If applicants earned college credit hours but did not complete a degree program, they must attach an unofficial transcript to each application to receive credit for this education.
• If applying for a position certified through the NC Dept. of Justice - Criminal Justice Standards Division, click this link for specific certification requirements: Correctional & Probation/Parole Officer Certification .
• The NC Dept. of Adult Correction must adhere to the US Dept. of Justice Final Rule on the "National Standards to Prevent, Detect, and Respond to Prison Rape." Click this link for information on hiring and promotion prohibition requirements for all positions in the NC Dept. of Adult Correction:PREA Hiring and Promotion Prohibitions (Download PDF reader) .
• PerNC General Statute 143B-972.1 (Download PDF reader) , applicants hired into a position certified as a criminal justice officer or justice officer are required to electronically submit fingerprints to the NC State Bureau of Investigation for a state and national criminal history record check and enrollment in theFBI’s Next Generation Identification System: Criminal Justice Record of Arrest and Prosecution Background Service (“RAP Back”) . This is in addition to submitting fingerprints during the application process.

Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account and click "Application Status." If you are selected for an interview, you will be contacted by management. If you are no longer under consideration, you will receive an email notification.

For technical issues with your application, please call the GovernmentJobs.com Applicant Support Help Line at 855-524-5627.If there are any questions about this posting other than your application status, please contact:

S. Sugg
Talent Acquisitionist
[phone]

[e-mail]

TEAMS or email is the most efficient means of contact.