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.
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
Skills
- 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
- Or 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
- Or 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
- 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
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