User Support Analyst II (on-site)

Nanosoft Consulting Talent Page; Raleigh (NC); On-site; USD 60,000 - 75,000; Full time

Job summary

A consulting company is seeking a User Support Analyst for a 1-year contract in Raleigh, North Carolina. The ideal candidate will provide second-level support, specializing in desktop and network troubleshooting, while effectively managing customer expectations. Applicants should have at least 3 years of experience in IT support and demonstrate proficiency in Windows and Office 365, alongside strong communication skills. This role involves significant interaction with executive-level business users and requires adherence to state security standards.

Qualifications

• 3 years resolving routine and non-routine hardware and software problems.
• 3 years adherence to state security standards protecting PCs and network.
• 3 years imaging devices per DEQ and DIT policies.
• 3 years providing accurate information on IT products and services.
• 3 years assisting with day-to-day IT operations, asset management, and inventory.

Responsibilities

• Provide second level support with specialized knowledge in touch maintenance.
• Demonstrate expertise in technical and functional concepts.
• Identify improvements to project standards for high quality services.

Skills

Technical support

Networking

Troubleshooting

Customer service

Job description

Overview

This is a 1 year contract

The User Support Analyst is a second level resource with specialized knowledge and experience in touch-maintenance and setup of the desktops, networking and troubleshooting. The Technical Specialist has an overall knowledge and understanding of managing customer expectations while serving as a strong base for technical expertise in a Windows and Office 365.

Demonstrates expertise in conveying technical and functional concepts for a specific technical specialty. Identifies improvements to project standards to achieve high quality services/ products. Able to identify best practices and standards for the use of the product. Delivers support and design for industry specific applications that require integration with statewide systems or applications. Interacts with executive level business users or technical experts.

Responsibilities

• Provide second level support with specialized knowledge in touch-maintenance and setup of desktops, networking and troubleshooting. The Technical Specialist has knowledge and understanding of managing customer expectations while serving as a base for technical expertise in Windows and Office 365.
• Demonstrate expertise in conveying technical and functional concepts for a specific technical specialty. Identify improvements to project standards to achieve high quality services/products. Identify best practices and standards for the use of the product. Deliver support and design for industry specific applications that require integration with statewide systems or applications. Interact with executive level business users or technical experts.

Experience / Qualifications

• Resolve routine and non-routine hardware, standard software, local applications problems with the aid of technical resources — 3 years
• Adhere to state security standards to protect the PCs and network environment — 3 years
• Image devices in accordance with DEQ and DIT policies. — 3 years
• Provide accurate information to users on IT products and services. — 3 years
• Assist with day-to-day IT operations including administrative procedures, asset management and inventory controls. — 3 years
• Communicate with other technical resources; Tier II/III, peers, vendor support