User Support Analyst - EHRA - Early Career

The N.C. Department of Information Technology serves as the Technology Center for the State of NC, providing technology services to state agencies. They are seeking a User Support Analyst who will provide technical support in troubleshooting and managing incidents related to computer hardware and software for the Department of Public Safety.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 roleAssociate 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 roleHigh school or General Educational Development (GED) diploma and four years of experience in the field of technology related to the position's roleAn equivalent combination of education and experienceExperience with Customer Service protocolsWindows 10Windows 11ServiceNow incident tracking systemBasic PC and networking principlesMicrosoft Office productsWorking knowledge of VPNActive DirectoryMicrosoft ExchangeAbility to communicate with a wide variety of users in both oral and written formatsAbility to convey technical issues to customers, peers and 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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