User Support Analyst - EHRA

Department of Information Technology; United States; Hybrid; USD 66,000 - 98,000; Full time

Job summary

The Department of Information Technology is seeking a User Support Analyst (S) to manage desktop hardware and software, install new computers, and monitor ITSM queues to keep DEQ divisions functioning securely. The role partners with Tier II/III resources and vendors to resolve complex issues and ensure timely service delivery.

Ideal candidates have strong knowledge of hardware, networking, and IT operations, plus the ability to document work and communicate across teams.

Qualifications

• Experience with computer hardware, mobile devices, software, peripherals, and core networking protocols.
• Ability to independently analyze systems and resolve complex technical issues.
• Acts as a technical resource for analysts and technicians, especially on complex problems.

Responsibilities

• Ensure desktops are up to date with encryptions, antivirus and firmware upgrades.
• Set up and install new computers to keep customers functioning per guidelines.
• Use DEQ's ITSM to monitor queue, document work, and inform other technical resources.
• Assist with day-to-day IT operations including admin procedures, asset management and inventory controls.
• Communicate with Tier II/III, peers, and vendor support.
• Monitor requests to ensure timely completion and maintain secure system and network environments.
• Participate in projects including creating plans, resolving issues, and communicating with affected divisions.

Skills

Hardware knowledge

Mobile devices

Software & peripherals

Networking protocols

Independent analysis

Technical resource for analysts

Education

Bachelor's degree in CS or IT

Associate degree + 2 years IT experience

GED + 4 years IT experience

Tools

DEQ ITSM

Job description

User Support Analyst (S)

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

This is an anticipated vacancy.

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

• 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

• 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.

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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.