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.
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
- 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
- High school or General Educational Development (GED) diploma and four years of experience in the field of technology related to the position's role
- 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
- Microsoft Office products
- Working knowledge of VPN
- Active Directory
- Microsoft Exchange
- Ability to communicate with a wide variety of users in both oral and written formats
- Ability to convey technical issues to customers, peers and specialists
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