User Support Specialist

State of North Carolina • Wake County, NC

1d • Hybrid

About The Position

The N.C. State Board of Elections (SBE) Information Technology Division operates to support and strengthen the Election’s business divisions by providing central services and infrastructure for state-wide access to information resources and technologies for all election officials. The purpose of IT is to research, advise, procure, implement and support State Board of Election business functions through the use of technology. The purpose of this position is to provide on-site/remote user support and manage the computer equipment for State and County Board of Elections staff. The User Support Analyst is responsible for providing technical assistance to employees using agency assigned computers, software, mobile devices, printers, and related technology. This position diagnoses and resolves technical issues, prepares equipment for users, maintains accurate inventory records, and escalates complex problems when necessary. This position will be the primary contact for on-site user support.

Requirements

• Working knowledge of computer systems, desktop and web-based applications.
• Knowledge and proficiency in desktop operating systems and software applications including but not limited to Adobe Creative Cloud, M365 and Windows 10 and 11.
• Strong foundational skills in managing Windows environments, including but not limited to tasks like LGPO application, configuration management and policy enforcement.
• Demonstrated ability to pick up unfamiliar concepts and adapt to new technologies with minimal guidance.
• Ability to identify potential internal and external hardware failures of laptops, desktops, mobile and multi-function devices, implement and deploy new hardware, resolve hardware failures, and document failure recoveries.
• Ability to consult with state and county level clients on routine and non-routine technical problems, to follow written and oral directions to implement solutions, perform root cause analysis and make decisions based on available options and on both real and perceived consequences.
• Ability to set and monitor logging and event-driven data such as log analytics and health reports to diagnose and/or maintain computer and virtual machine operations.
• Ability and proficiency to operate, monitor and program (using Batch, PowerShell, etc.) functions of a variety of computer and peripheral equipment including desktop clients, mobile devices, operating systems, printers, and virtual machines.
• Ability to perform diagnostics on assigned software and hardware according to IT industry and NC State standard operating procedures and security protocols.
• Ability to lift equipment weighing up to 25 pounds; heavier devices require mechanical assistance or a team lift.
• Bachelor’s 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 Associate degree in computer science or an IT related field from an appropriately accredited institution and three years of experience in the information technology field related to the position’s role; or High School or General Educational Development (GED) diploma and five years of experience in the information technology field related to the position’s role; or an equivalent combination of education and experience.

Responsibilities

• Provide physical and virtual desktop support via helpdesk ticket system.
• Assist and/or handle issues as appropriate and track all report findings and remediation activities.
• Provide onboarding and offboarding services for state staff to include account creation, email, mobile devices and Cisco softphones.
• Build computer images, deploy and support endpoint devices throughout their lifecycle.
• Troubleshoot and repair non-warranty hardware failures as needed.
• Aid agency security and IT staff with system and application refreshes, updates and upgrades.
• Follow NC state and agency departmental operational standards and policies.
• Monitor, control, harden computer systems in accordance with established routines and local, state and federal guidelines.
• Manage SharePoint and Teams administration.
• Provide rotational after-hour and/or on-call user support during elections, software releases and critical IT situations.
• Monitor desktop clients and peripherals for compliance with NC state standards.
• Conduct mobile device management and security.
• Ensure all documentation is properly collected, stored, and secured, using to ensure continuity of business.
• Interpret and if necessary, escalate anomalous data, logs, [system] events, messaging or unsolved issues to higher level operations personnel requiring actions and/or remediations.
• Manage the agencies mobile internet devices and Connectivity Response Kits (CRKs).
• Maintain an accurate inventory of all IT assets.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED