User Support Analyst - EHRA

State of North Carolina • Wake, VA

16h • $65,607 - $98,412 • Hybrid

About The Position

The User Support Analyst is part of the technology team providing technical support for information systems used by DEQ business units. The role includes resolving DOTS issue tickets for DEQ employees and configuring new machines for divisions, while following DEQ IT and statewide technical and professional standards. The position is designated Statutory Exempt (EHRA) and may be eligible for hybrid remote work under state policy and the agency’s remote work program, but requires weekly onsite work.

Requirements

• Qualify through one of the listed education and experience paths: a bachelor’s degree in computer science or an IT-related field from an appropriately accredited institution plus one year of related IT experience; an associate degree in computer science or an IT-related field from an appropriately accredited institution plus two years of related IT experience; a high school diploma or GED plus four years of related technology experience; or an equivalent combination of education and experience.

Nice To Haves

• Experience with computer hardware, mobile devices, software, peripherals, and core networking protocols.
• Ability to independently analyze systems and resolve complex technical issues.
• Ability to serve as a technical resource for analysts and technicians, especially on complex problems and IT procurement.

Responsibilities

• Keep desktops up to date with required encryption, antivirus, and firmware upgrades.
• Set up and install new computers as needed to support division operations.
• Use DEQ’s ITSM to monitor the queue, document work, and communicate with other technical resources.
• Assist with day-to-day IT operations, including administrative procedures, asset management, and inventory controls.
• Communicate with Tier II/III resources, peers, and vendor support.
• Monitor requests to ensure timely completion and ensure resolutions maintain a secure system and network environment.
• Participate in technical team projects, including creating project plans, resolving technical issues, and communicating with affected divisions and employees.

What This Job Offers

• Job Type: Full-time