User Support Analyst

Title: User Support Analyst

Location: Winston Salem United States

Salary

$63,163.00 - $94,745.00 Annually

Location 

Forsyth County, NC

Job Type

Permanent Full-Time

Department

Department of Information Technology

Job Class Title

User Support Analyst

Section

Environmental Quality

Job Description:

Are you ready to take the next step in your career? Discover why NCDIT is the ideal destination for your professional growth - Why Work for NCDIT.

We currently have an opening for a User Support Analyst

The position is designated Statutory Exempt and is exempt from the State Human Resources Act.

The User Support Analyst is part of the technology team which provides technical support of information systems for the Department of Environmental Quality business units. Technical support requires communication and provides consolation, technical support and /or training of a wide variety of technologies (methods of organization, machines, systems, etc.) to effectively support clients. Duties include, but are not limited to:

• Providing technical support for routine and non-routine issues while using the ticketing system to communicate progress and resolution; configure and install new computers
• Ensuring all desktops are up to date with all encryptions, antivirus, and firmware upgrades as necessary
• Ensuring all resolutions maintain a secure systems and network environment.
• This position may, at times, participate in system integration (computer network, business management, etc.) and networking activities (server requirements analysis, troubleshooting, etc.) 
• Must be able to lift equipment up to 35lbs

About the Organization

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.

As NCDIT's services reach North Carolina residents from all backgrounds, we believe that our workforce should reflect the demographics of the state. The workforce is our most valuable asset to recognize, understand and meet the IT needs of our constituents across North Carolina. Our agency's culture is derived through the implementation of thoughtful, practical, innovative and data-driven strategies. We are an Employment First state, ensuring that people with disabilities have equal opportunities to succeed in the state government workplace (Executive Order 92). NCDIT supports recent executive orders to address pay equity for women (Executive Order 93), establish paid parental leave for birth, adoption, and foster care (Executive Order 95), and implement fair chance policies (Executive Order 158). NCDIT also has several initiatives designed to help past and current military personnel and their spouses find rewarding careers with us. Join a team that welcomes, values, respects and supports all members of our work community.

If you have student loans, becoming a state employee includes eligibility for the Public Service Loan Forgiveness Program. Visit www.studentaid.gov to learn more.

The following Management Preferences are not required, but applicants that possess these skills are preferred:

• Knowledge of Hardware (laptops, desktops, mobile devices)
• Knowledge of Applications (MS Office, Adobe, Google Chrome)
• Knowledge of Operating systems (Windows 11)

This position requires a fingerprint-based background search. Hires must agree to a fingerprint-based background search prior to being hired.

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.

The North Carolina Department of Information Technology (DIT) is an Equal Opportunity Employerwho embraces an Employment First philosophy which consists of complying with all federal laws, state laws and Executive Orders.  

NCDIT uses the Merit-Based Recruitment and Selection Plan to fill posted positions.  Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.

• Employment at NCDIT is contingent upon a satisfactory background check.
• Applicants seeking Veteran's Preference must attach a DD form 214, Certificate of Release or Discharge from Active Duty, along with your application.
• Applicants seeking National Guard Preference must attach a NGB 23A (RPAS) if you are a current member of the NC National Guard in good standing. If you are a former member of the NC National Guard who served for at least 6 years and was discharged under honorable conditions, you must attach either a DD256 or NGB 22. 
• Applicants applying for positions that require specific coursework, must upload and attach a copy of the transcript with their application.
• Applicants with relevant professional certifications to the posted job must attach proof of active certification along with the information in the "Certificates and Licenses" section.
• If applicants earned college credit hours but did not complete a degree program, they must attach an official transcript to each application to receive credit for this education.
• If applicants earned a foreign degree, foreign degrees require an official evaluation for U.S. equivalency, and must be submitted to Human Resources for verification. There are several organizations that perform this specialized service, feel free to use any service of your choosing. The National Association of Credential Evaluation Services (NACES) has several options on their website that can provide credential verification: https://www.naces.org/members

HYBRID/FLEXIBLE WORK SCHEDULES:

At NCDIT, we are dedicated to fostering a collaborative and flexible work environment, offering a hybrid remote work option for positions that are conducive to remote flexibility. If you do not currently reside within a reasonable commuting distance of the assigned duty station, new hires are granted up to 120 days from their start date to relocate. This relocation ensures the ability to work onsite multiple days per week. If you're eager to contribute to a dynamic workplace, we encourage you to apply!  

COMPENSATION & BENEFITS:

The state of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave.  In addition, paid parental leave is available to eligible employees.

Some highlights include:

• The best funded pension plan/retirement system in the nation according to Moody's Investor's Service
• Twelve (12) holidays/year
• Fourteen (14) vacation days/year which increase as length of service increases and accumulate year-to-year
• Twelve (12) sick days/year which are cumulative indefinitely 
• Longevity pay lump sum payout yearly based on length of service
• 401K, 457, and 403(b) plans