Desktop Support Analyst - DES

State of North Carolina • Kendall Complex Wake, NC

8d • $65,607 - $67,340 • Hybrid

About The Position

Join the DES IT Infrastructure Team as a User Support Analyst on the User Technology Services team, where you will play a vital role in delivering secure, reliable, and innovative technology services that support DES employees. In this role, you will provide Tier 2 technical support across the Windows desktop environment, diagnose and resolve technical issues, and help maintain reliable endpoint technology and services. You will collaborate with agency users, IT teams, leadership, vendors, and Tier 3 support teams while identifying opportunities to improve service delivery, automate processes, and enhance the overall user technology experience.

Requirements

• Proven experience providing Tier 2 technical support in Windows 11 environments, independently diagnosing and resolving routine and non-routine hardware, software, operating system, application, printer, and network connectivity issues.
• Hands-on experience administering and supporting a range of enterprise technologies, including Windows 11 OS, Active Directory (AD), Domain Name System (DNS), File and Print Services, Microsoft 365, and endpoint management and security technologies.
• Technical proficiency with endpoint management, imaging, deployment, security, and automation technologies, including Microsoft Endpoint Configuration Manager (MECM), BitLocker, Tanium, and PowerShell.
• Proven experience consulting with agency users, IT professionals, vendors, and other stakeholders to diagnose and resolve technical problems.
• 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.

Responsibilities

• Provide Tier 2 technical support by installing, configuring, maintaining, and troubleshooting desktop computers, laptops, printers, monitors, peripherals, and other network-connected equipment to ensure timely resolution of technical issues and restoration of user productivity.
• Respond to and resolve complex incidents and service requests through the agency’s ticketing system by analyzing hardware, software, operating system, application, and network connectivity issues and implementing appropriate resolutions.
• Provide Tier 2 support for Microsoft Windows operating systems, Microsoft 365 applications, Active Directory accounts, network resources, and other enterprise technologies, including user account management, workstation configuration, software installation, patching, and updates.
• Collaborate with IT teams, vendors, management, and agency users to diagnose technical issues, coordinate resolutions, implement effective technology solutions, and appropriately escalate advanced or unresolved issues to Tier 3 support.
• Document troubleshooting activities, technical resolutions, system changes, and support procedures while identifying opportunities for process improvement, automation, and tools that enhance operational efficiency and customer service.
• Maintain accurate IT asset inventories, equipment records, and related technical documentation to support effective asset management, accountability, and operational continuity.
• Identify recurring technical problems and recommend technical modifications, preventive solutions, and service improvements.
• Proven ability to work independently, manage competing priorities and technical assignments, take initiative in resolving problems, and lead or support technical implementations and projects with minimal supervision.
• Evaluate and apply technical knowledge to new and emerging technologies, tools, assignments, and business requirements.
• Additional duties as assigned

Benefits

• health insurance
• 12 Annual Paid Holidays and monthly accrual of vacation and sick leave
• North Carolina State Health Plan administered by Aetna
• Supplemental Benefits including Flexible Spending Accounts, Accident Insurance, Cancer & Specified Disease, Critical Illness, Dental, and Vision
• NC State Retirement (TSERS), 401(k), and 457 savings plans
• WeSave Employee Discounts
• Eligibility for the Public Service Loan Forgiveness Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree