User Support Analyst - EHRA

State of North Carolina; North Carolina; Hybrid; USD 66,000 - 98,000; Full time

Job summary

The State of North Carolina's Department of Information Technology is seeking a User Support Analyst (S) to support DEQ business units within a hybrid work program. This EHRA exempt role prioritizes reliable IT service delivery and secure systems.

The position emphasizes desktops maintenance, hardware setup, ticket monitoring in ITSM, and collaboration with Tier II/III and vendors to resolve complex issues while maintaining compliance with state IT standards.

Qualifications

• Bachelor’s degree in computer science or an IT related field plus one year of IT experience.
• Associate degree plus two years of IT experience.
• High school or GED and four years of IT experience; or equivalent combination.

Responsibilities

• Ensure desktops are kept up to date with encryptions, antivirus and firmware upgrades.
• Set up and install new computers as necessary.
• Utilize DEQ’s ITSM to monitor queue, document work, and communicate to other technical resources.
• Assist with day-to-day IT operations including asset management and inventory controls.
• Communicate with other technical resources; Tier II/III, peers, and vendor support.
• Monitor all requests to ensure completion in a timely manner and maintain a secure system and network environment.
• Participate in technical team projects including project plans, resolution of issues and communication with divisions.

Skills

Computer hardware

Mobile devices

Networking protocols

Systems analysis

IT procurement

Education

Bachelor’s degree in CS/IT

Associate degree in CS/IT

High school + 4 years IT experience

Tools

ITSM

Job description

Agency

Department of Information Technology

Division

Chief Deputy SCIO

Job Classification Title

User Support Analyst (S)

Position Number

60031632

Grade

DT06

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

This is an anticipated vacancy.

Salary Range: $65,607 - $98,412

The position is designated Statutory Exempt (EHRA) and is exempt from the State Human Resources Act.

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. Any telework will be under the conditions of the state Teleworking Program Policy and the employer may end any teleworking arrangement at any time in the employer’s sole discretion.

Key Responsibilities

The User Support Analyst is part of the technology team which provides technical support for information systems for DEQ business units. This support includes, but not limited to, successful resolution of DOTS issue tickets for DEQ employees and the configuration of new machines for Divisions. This position must provide a broad understanding that conforms to DEQ IT and Statewide technical and professional standards.

• Ensure that all desktops are kept up to date with all encryptions, antivirus and firmware upgrades necessary
• Set up and install new computers as necessary to keep the customer functioning within their division’s guidelines
• Utilize DEQ’s ITSM to monitor queue, document work, and communicate to other technical resources
• Assist with day-to-day IT operations including administrative procedures, asset management and inventory controls.
• Communicate with other technical resources; Tier II/III, peers, and vendor support
• Monitor all requests to ensure completion in a timely manner, and ensure all resolutions maintain a secure system and network environment
• Participate in technical team projects including the creation of project plans, resolution of technical issues and communication with effected Divisions/employees

About the Division

The Department of Information Technology supports the constituent programs and divisions of the N.C. Department of Environmental Quality (DEQ) with tools and technologies necessary to effectively advance DEQ’s mission of conserving and protecting North Carolina’s natural resources.

Knowledge Skills and Abilities/Management Preferences

The following Management Preferences are not required, but applicants that possess these skills are preferred:

• Experienced with computer hardware, mobile devices, software, peripherals, and core networking protocols.
• Skilled in independently analyzing systems and resolving complex technical issues.
• Serves as a technical resource for analysts and technicians, especially on complex problems and IT procurement.

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.

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.

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.