User Support Analyst - EHRA - Early Career

Agency Department of Information Technology Division DIT Public Safety Job Classification Title User Support Analyst (S) Position Number 60093277 Grade DT06 About Us The N.C. Department of Information Technology (NCDIT) serves as the Technology Center for the State of NC. Services that NCDIT provides reach a client base of state and local government agencies, as well as schools, colleges and universities. NCDIT’s mission is to enable trusted business-driven solutions that meet the needs of North Carolinians. NCDIT provides technology services to state agencies and is charged with closing the digital divide by expanding availability of broadband services and promoting the adoption of affordable, high-speed internet. Description of Work Salary Range: $65,607 - $98,412 The position is designated Statutory Exempt (EHRA) and is exempt from the State Human Resources Act. This position may be eligible for hybrid remote work in accordance with state policy and the agency’s remote work program but does require weekly onsite work. Are you ready to take the next step in your career? We currently have an opening for a User Support Analyst The Early Career Associate Program is ideal for recent graduates, early-career professionals, or those looking to transition to a new career seeking broad exposure to state IT operations. The primary purpose of this position is to provide technical support in the areas of troubleshooting, problem solving, setup, configuration, and installation of desktops, laptops, printers, and other computer related hardware throughout DPS and DAC. This position also coordinates, organizes and plans activities within the region of responsibility for the User Support Analysts assigned. Manage Incidents and Request in ServiceNow and assign tickets to User Support Analysts in a timely manner. Key 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. About the Division: The North Carolina Department of Public Safety (NC DPS) Management of Information Systems Integrated Network Services (MIS/INS) provides the Department of Public Safety, the Department of Adult Correction and all of its divisions with highly skilled technical support for the conception, design, engineering, and acquisition through implementation, support, and administration of all LAN/WAN systems, telephone systems, and Microsoft servers, Exchange email systems, infrastructure and all personal computers and laptops. MIS/INS also provides services for all present systems; as well as providing evaluations on new telecommunications and computers hardware/software for future enhancements. Knowledge Skills and Abilities/Management Preferences The following Management Preferences are not required, but applicants that possess these skills are preferred: 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. Discover why NCDIT is the ideal destination for your professional growth - Why Work for NCDIT Minimum Education and Experience Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details. 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 EEO Statement The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices. Recruiter: Anaja Lakeiya McClinton Recruiter Email: [email protected] North Carolina State Government is one of the state’s largest employers, with over 76,000 employees all working toward a common goal: a safer and stronger North Carolina. We are a large organization comprised of various agencies, offices, and universities, each providing important public services. Eligible state employees are entitled to comprehensive benefits, including a variety of leave options, professional development opportunities, insurance, and more. To learn more about the benefits of being a North Carolina state employee, visit the N.C. Office of State Human Resources' website. Permanent, temporary, and time-limited state government jobs can be found from the mountains to the coast. Find your next opportunity today! State Application Resources/Frequently Asked Questions Valuing Education and Experience The State of North Carolina values the knowledge and experience of our jobseekers and current state employees. Approximately 91 percent of state job classifications allow experience to be substituted for education or do not require a post-secondary degree. Learn more about how you may qualify for a position through education or directly related experience, or a combination of both, with the Education and Experience Equivalency Guide. All job postings close at 11:59pm the night before the End Date on the posting. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. If you are already a state employee, please search for jobs by clicking here.