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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