User Support Analyst

State of North Carolina

1d • Onsite

About The Position

Are you passionate about helping others solve technology challenges? The NC State Highway Patrol is seeking two User Support Analysts to join our Technical Services Unit. The User Support Analyst is responsible for the preparation, deployment. maintenance, and ongoing support of desktop and mobile computing devices, printers, and related technology equipment used by the North Carolina State Highway Patrol.

Requirements

• 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.
• Must have a valid driver’s license issued from within the United States or be able to obtain one within 90 days of employment

Nice To Haves

• Planning and Organizing Organizes and prioritizes assigned work independently within established procedures and timelines.
• Works effectively both independently and as part of a technical support team.
• Coordinates with other IT staff to resolve assigned tasks in a timely manner.
• Completes assigned technical tasks and supports requests in a timely manner
• Participates in team-based initiatives and support activities as directed.
• Demonstrated initiative in resolving recurring technical issues within assigned scope.
• Demonstrates working knowledge of desktop and mobile computing environments, Windows operating systems, Microsoft Office 365, and peripheral devices
• Applies established technical standards, procedures, and best practices to daily support activities
• Maintains awareness of emerging technologies relevant to endpoint support
• Diagnoses and resolves routine to moderately complex hardware and software issues
• Applies documented troubleshooting methodologies to incidents and service requests
• Escalates complex, systemic, or enterprise-impacting issues appropriately
• Provides direct technical assistance via phone, email, help desk systems, and on-site support
• Communicates clearly with users to identify issues, explain solutions, and confirm resolutions
• Maintains a customer-service-oriented approach consistent with public safety operational needs
• Prepares basic technical documentation, inventory records, and service notes
• Communicates effectively in both oral and written formats
• Maintains positive working relationships with coworkers and end-users
• Contributes to a professional, respectful, and inclusive work environment
• Performs other duties as assigned

Responsibilities

• Delivers direct end-user support for Windows operating systems, Microsoft. Office 365, and other approved software applications, including proprietary systems.
• Work requires practical knowledge of computer imaging processes, hardware configurations, peripheral integration, and standard PC and network troubleshooting techniques.
• The position routinely interacts with users of varying technical skill levels and must communicate technical information clearly and effectively in support of the Patrol's operational mission.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level