User Support Analyst

State of North Carolina • Wayne, MI

2d • $63,163 - $94,745

About The Position

We are looking for a professional User Support Analyst with demonstrated experience in providing comprehensive and innovative planning, analytical and technical assistance to users in the preparation of programs and applications to support research, instructional and administrative activities within universities and state agencies. May troubleshoot desktop, laptop mobile devices, or software applications, perform upgrades and reimaging, set up new workstations and relocate existing ones. When on-call, respond to occasional after-hours calls from employees regarding technical issues. May require travel to state offices for workstation setup and/or moves. May design computer training manuals by identifying and describing information needs; using desktop publishing; submitting initial versions for review; revising and editing final copy. May conduct training classes by presenting job-specific, agency-specific, and generic software applications. Working knowledge is demonstrated by understanding and use of the principles, theories and practices pertinent to area of responsibility. Demonstrates a range of technical understanding to independently resolve routine and non-routine issues on software and/or hardware and to identify trends and make suggestions for technical modifications to solve future problems. Working knowledge and skills from a range of technologies to address work assignments Ability to mentor or train peers and others. Ability to consult with clients and other IT professionals to resolve technical problems and ensure client satisfaction Ability to document solutions that solve client problems and clearly presents these solutions. Ability to work independently on tasks, develops own work, schedules and monitors progress against defined parameters. Ability to manage technical projects involving own work and may lead implementation efforts to completion with minimal supervision. Demonstrates a customer orientation and effectively communicates verbally and in writing. Demonstrates initiative in solving problems associated with projects and daily work.

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
• Working knowledge is demonstrated by understanding and use of the principles, theories and practices pertinent to area of responsibility
• Demonstrates a range of technical understanding to independently resolve routine and non-routine issues on software and/or hardware and to identify trends and make suggestions for technical modifications to solve future problems
• Working knowledge and skills from a range of technologies to address work assignments
• Ability to mentor or train peers and others
• Ability to consult with clients and other IT professionals to resolve technical problems and ensure client satisfaction
• Ability to document solutions that solve client problems and clearly presents these solutions
• Ability to work independently on tasks, develops own work, schedules and monitors progress against defined parameters
• Ability to manage technical projects involving own work and may lead implementation efforts to completion with minimal supervision
• Demonstrates a customer orientation and effectively communicates verbally and in writing
• Demonstrates initiative in solving problems associated with projects and daily work

Nice To Haves

• Documented progressive experience in desktop or EHR technical support
• Strong knowledge of Windows OS, Active Directory, printing, and networking basics
• Experience with Imprivata, Citrix, VMware Workspace One, and Ivanti
• A+ or similar industry-recognized certification

Responsibilities

• providing comprehensive and innovative planning, analytical and technical assistance to users in the preparation of programs and applications to support research, instructional and administrative activities within universities and state agencies
• troubleshoot desktop, laptop mobile devices, or software applications, perform upgrades and reimaging, set up new workstations and relocate existing ones
• respond to occasional after-hours calls from employees regarding technical issues
• travel to state offices for workstation setup and/or moves
• design computer training manuals by identifying and describing information needs; using desktop publishing; submitting initial versions for review; revising and editing final copy
• conduct training classes by presenting job-specific, agency-specific, and generic software applications
• mentor or train peers and others
• consult with clients and other IT professionals to resolve technical problems and ensure client satisfaction
• document solutions that solve client problems and clearly presents these solutions
• work independently on tasks, develops own work, schedules and monitors progress against defined parameters
• manage technical projects involving own work and may lead implementation efforts to completion with minimal supervision

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level