User Support Analyst - EHRA - Early Career

State of North Carolina

1d•Hybrid

About The Position

The N.C. Department of Information Technology (NCDIT) serves as the Technology Center for the State of NC. Services that NCDIT provides reach a client base of state and local government agencies, as well as schools, colleges and universities. NCDIT’s mission is to enable trusted business-driven solutions that meet the needs of North Carolinians. NCDIT provides technology services to state agencies and is charged with closing the digital divide by expanding availability of broadband services and promoting the adoption of affordable, high-speed internet. Are you ready to take the next step in your career? We currently have an opening for a User Support Analyst The Early Career Associate Program is ideal for recent graduates, early-career professionals, or those looking to transition to a new career seeking broad exposure to state IT operations. The primary purpose of this position is to provide technical support in the areas of troubleshooting, problem solving, setup, configuration, and installation of desktops, laptops, printers, and other computer related hardware throughout DPS and DAC. This position also coordinates, organizes and plans activities within the region of responsibility for the User Support Analysts assigned. Manage Incidents and Request in ServiceNow and assign tickets to User Support Analysts in a timely manner.

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; or an equivalent combination of education and experience

Nice To Haves

Experience with Customer Service protocols, Windows 10, Windows 11, ServiceNow incident tracking system, basic PC and networking principles and Microsoft Office products.
Working knowledge of VPN, Active Directory and Microsoft Exchange.
Ability to communicate with a wide variety of users in both oral and written formats and should be able to convey technical issues to customers, peers and to specialists.

Responsibilities

Resolve IT requests, incidents, and problems within established service level agreements.
Evaluate and prioritize incoming incidents using both technical knowledge and understanding of business impact.
Collaborate with application development teams to identify and communicate detailed technical information related to application-level issues.
Work with network infrastructure teams to diagnose customer-level network problems and provide accurate technical details for resolution.

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