User Support Analyst,Raleigh, NC,USA

Intellibee; Raleigh (NC); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading company is seeking an IT User Support Specialist to deliver exceptional technical assistance to its users. This role involves troubleshooting hardware and software issues, guiding users, and ensuring IT-related concerns are addressed effectively. Candidates with relevant educational backgrounds and experience in IT support are encouraged to apply.

Qualifications

• Associate degree in computer science or IT discipline preferred.
• 1-5 years of relevant IT experience.
• Strong communication skills for user interaction.

Responsibilities

• Troubleshoot and resolve hardware and software issues.
• Provide technical assistance to end-users via various channels.
• Install and maintain computer systems and software applications.

Skills

Diagnosing hardware and software issues

User assistance via phone and email

System updates and maintenance

Installation and configuration of OS and software

Hardware setup and maintenance

Technical documentation creation

Support ticket management

User training on systems

Issue escalation

Education

Associate degree in computer science or IT related field

High School or GED diploma

Job description

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