User Support Analyst - EHRA - Early Career

The N.C. Department of Information Technology serves as the Technology Center for the State of NC, providing essential technology services to government agencies and educational institutions. They are seeking a User Support Analyst to provide technical support in troubleshooting, problem solving, and managing IT requests while collaborating with various teams to resolve network and application issues.ResponsibilitiesResolve IT requests, incidents, and problems within established service level agreementsEvaluate and prioritize incoming incidents using both technical knowledge and understanding of business impactCollaborate with application development teams to identify and communicate detailed technical information related to application-level issuesWork with network infrastructure teams to diagnose customer-level network problems and provide accurate technical details for resolutionSkillsBachelor'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 roleOr 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 roleOr 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 experienceExperience with Customer Service protocols, Windows 10, Windows 11, ServiceNow incident tracking system, basic PC and networking principles and Microsoft Office productsWorking knowledge of VPN, Active Directory and Microsoft ExchangeAbility 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 specialistsCompany OverviewThe N.C. It was founded in 2015, and is headquartered in Raleigh, North Carolina, USA, with a workforce of 1001-5000 employees. Its website is https://it.nc.gov.



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