User Support Analyst

Intellibee Inc; Raleigh (NC); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading IT services company is looking for a User Support Analyst to join their Raleigh office. The role involves providing technical assistance, troubleshooting issues, and ensuring a smooth user experience. Ideal candidates will have a strong IT background and excellent communication skills.

Qualifications

• Must have 1-5 years of IT experience.
• Strong communication skills are required.
• Experience with user support in technology.

Responsibilities

• Diagnose and resolve hardware and software issues.
• Assist users with technical problems via phone or email.
• Provide training to users on new systems.

Skills

Technical troubleshooting

User assistance

Documentation creation

Ticket management

Education

High School diploma or GED

Associate degree in IT

Job description

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User Support Analyst

High School or General Educational Development (GED) diploma and 1-5 years of experience in the information technology field related to the position’s role; or an equivalent combination of education and experience.

User Support Analyst,Raleigh, NC,USA

User Support Analyst

High School or General Educational Development (GED) diploma and 1-5 years of experience in the information technology field related to the position’s role; or an equivalent combination of education and experience.

About The State Auditor's Office IT Department

The Information Technology (IT) provides a full range of information system resources for the Office of the State Auditor and its four branch offices. The division develops and maintains a variety of integrated automated business systems and solutions which collect data, maintain data bases and provide the reporting and analysis facilities to support the needs of the Office of the State Auditor and its branches. Additionally, the IT division provides application development consulting services and technical assistance to the Office of the State Auditor and related users group organizations in the selection of auditing communications equipment, network design, and outside consultant services and coordinates the implementation of specific special projects to support the management needs of the Office of the State Auditor consistent with the mission, goals and objectives established by the Office of the State Auditor.

Position Overview

As an IT User Support Specialist, the primary responsibility is to provide exceptional technical assistance to end-users, ensuring their IT-related issues are resolved promptly and efficiently. Handling a variety of tasks, including troubleshooting hardware and software problems, and guiding users through system setups. The User Support Specialist role requires strong communication skills to effectively understand and address user concerns, as well as a solid technical background to diagnose and resolve issues.

Key Responsibilities

• Diagnose and resolve hardware, and software issues.
• Assist users with technical problems via phone, email, or Microsoft Teams.
• Perform regular updates and maintenance on computer systems.
• Install and configure operating system and software applications.
• Set up and maintain hardware, including computers, printers, and peripherals.
• Create and update technical documentation and user guides.
• Track and manage support tickets, ensuring timely resolution.
• Provide training to users on new systems and software.
• Escalate complex issues to higher-level support or specialized teams.
  
  

Qualifications

• Associate 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 1-5 years of experience in the information technology field related to the position’s role; or an equivalent combination of education and experience.
  
  

Skill Matrix

• Diagnose and resolve hardware, and software issues. Required 3 Years
• Assist users with technical problems via phone, email, or Microsoft Teams. Required 3 Years
• Perform regular updates and maintenance on computer systems. Required 3 Years
• Install and configure operating system and software applications. Required 3 Years
• Set up and maintain hardware, including computers, printers, and peripherals. Required 3 Years
• Create and update technical documentation and user guides. Required 3 Years
• Track and manage support tickets, ensuring timely resolution. Required 3 Years
• Provide training to users on new systems and software Required 3 Years
• Escalate complex issues to higher-level support or specialized teams. Required 3 Years
• High School or General Educational Development (GED) diploma and 1-5 years of experience in the information technology field related to the position Required 3 Years

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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