User Support Analyst

State of North Carolina•Wake County, NC

36d

About The Position

The User Support Analyst position provides technical support, installation, and maintenance of desktop computing hardware, software, and networked systems for DHHS IT staff and customers. The role includes troubleshooting routine and complex issues, performing system upgrades, and ensuring compatibility across platforms using tools such as LANDesk and other DHHS-approved technologies. This position supports system integration efforts, consults on cost-effective IT solutions, and delivers user training to enhance system utilization. Work is performed independently and requires timely, accurate, and professional service delivery in alignment with DHHS IT standards. The position also contributes to documentation, policy compliance, and operational support for the Managed Desktop Services team.

Requirements

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
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
High school or General Educational Development (GED) diploma and four years of experience in the field of technology related to the position's role
An equivalent combination of education and experience.

Nice To Haves

Demonstrated experience using LANDesk or similar endpoint management tools to deploy software, manage assets, and troubleshoot hardware and software issues across a distributed enterprise environment.
Proven experience installing, configuring, and maintaining desktop operating systems and applications, including applying updates and patches to ensure system compatibility and security.
Intermediate proficiency in diagnosing and resolving network connectivity issues involving desktop hardware, printers, and peripheral devices in a Windows-based environment.
Documented experience delivering one-on-one and group training sessions on desktop applications, including preparation of user guides and instructional materials.
Demonstrated success maintaining accurate technical documentation and support records using both online and printed publishing methods to support IT service continuity.

Responsibilities

Install, configure, and maintain desktop hardware, software, and peripheral devices in accordance with DHHS IT standards.
Troubleshoot and resolve technical issues related to operating systems, applications, and network connectivity using LANDesk and other designated tools.
Perform timely software updates, security patches, and system upgrades to ensure compatibility and performance across platforms.
Provide technical consulting to DHHS customers on hardware and software implementations that align with agency specifications.
Participate in system integration and network analysis activities to support infrastructure improvements and service delivery.
Deliver one-on-one and group training sessions to end users on supported desktop applications and systems.
Prepare and maintain accurate documentation of systems, procedures, and support activities using appropriate publishing methods.
Respond to IT management inquiries and report policy violations or security risks as identified during support activities.
Support the Managed Desktop Services Manager by completing scheduled and ad hoc tasks that contribute to unit efficiency.
Conduct research and reference consultation to resolve complex technical issues and enhance support capabilities.

Benefits

Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis).
Employees also receive paid vacation, sick, and community service leave.
In addition, paid parental leave is available to eligible employees.

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