User Support Analyst

nc; United States; On-site; USD 66,000 - 80,000; Full time

Job summary

The North Carolina Community College System Office is seeking a User Support Analyst to deliver end-user technical support across 58 colleges and partners. This role will configure, secure, and support desktop, laptop, and mobile devices, and manage business software including O365, ServiceNow, DocuSign, and Adobe products.

You will maintain Active Directory and Group Policy, follow cybersecurity best practices, and provide agile, customer-focused service with occasional after-hours support as

Qualifications

• Experience supporting end users and staff for IT systems.
• Experience configuring and securing desktop and mobile devices.
• Experience with O365, ServiceNow, DocuSign and Adobe products.

Responsibilities

• Provide comprehensive technical support for end-users.
• Configure and maintain desktop, laptops, and mobile devices.
• Operate and maintain business software including O365, ServiceNow, DocuSign and Adobe products.
• Support Akamai, SentinelOne, and Windows Defender.
• Occasional after-hours offsite end-user support.

Skills

Customer service

Hardware knowledge

Windows & macOS

Active Directory

Networking basics

MDM tools

Remote support tools

Agile environment

Team training

Cybersecurity basics

Strong communication

Creative problem-solving

Education

Bachelor's degree in computer science or IT

Associate degree in computer science or IT

GED or high school diploma with 4 years IT experience

Tools

Microsoft 365

ServiceNow

DocuSign

Adobe products

Akamai

SentinelOne

Windows Defender

Job description

About Us

The North Carolina Community College System (System Office) is a statewide network of 58 public community colleges. The system enrolls over 500,000 students annually. It is the 3rd largest in the nation based on the number of colleges. It also provides data to the North Carolina Learning Object Repository by collecting, contributing, and sharing digital learning resources for use in traditional or distance learning environments. The mission of the North Carolina Community College System is to open the door to high-quality, accessible educational opportunities that minimize barriers to post-secondary education, maximize student success, develop a global, multicultural, and competent workforce, and improve the lives and wellbeing of N.C. citizens.

Description of Work

SALARY RANGE: $65,607 - $79,801

Important: This posting closes at 11:59:59 PM the night BEFORE the End Date above.

If you have student loans, becoming a state employee includes eligibility for the Public Service Loan Forgiveness Program. Visit www.studentaid.gov to learn more.

The mission of the North Carolina Community College System is to open the door to high-quality, accessible educational opportunities that minimize barriers to post-secondary education, maximize student success, develop a global, multicultural, and competent workforce, and improve the lives and wellbeing of N.C. citizens. To learn more about the NC Community College System Office and the Great 58 visit our website About Us | NC Community Colleges.

Knowledge Skills and Abilities/Management Preferences

The User Support Analyst position provides comprehensive and innovative analytical and technical support and assistance for the North Carolina Community College System Office. This critical role operates and maintains the entire end-user experience for staff who provide higher education services including research, instructional design, and administrative activities for the North Carolina Community College System and its partners including the 58 community colleges, local, state and federal agencies.

This position plans, documents, designs, configures, secures, implements, and troubleshoots computer systems including desktop, laptops, and mobile devices. Additionally, the position operates and maintains business automation software including but not limited to Microsoft O365, ServiceNow, DocuSign and Adobe products.

This position requires working knowledge of Akamai, Sentinel One, Windows Defender, and other industry standard platforms that assist in the operations and maintenance of desktop computing.

May require a modified schedule to provide after-hours offsite end-user support.

Knowledge, Skills and Abilities / Competencies

• Ability to provide outstanding customer service.
• Strong understanding of computer hardware and software including peripheral devices.
• Proficiency in the installation, configuration, operation and support for Microsoft Windows and macOS operating systems.
• Ability to maintain and operate Active Directory and Group Policy.
• Skilled in basic network protocols including TCP/IP, DNS and DHCP.
• Knowledge of mobile device management (MDM) and remote support tools.
• Ability to effectively perform at the team and individual level
• Ability to provide clear guidance and train end-users on System Office supported software and hardware.
• Knowledge of cybersecurity best practices and data protection policies.
• Strong communication skills.
• Creative problem-solving skills.
• Ability to perform in an agile environment.

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.

MINIMUM QUALIFICATIONS: 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

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