User Support Analyst (NS)

This position offers a hybrid work schedule, alternating between one full week onsite and one full week working remotely, subject to management approval. Management will have final approval of the selected schedule and may require the employee to report onsite more than the standard schedule depending on the nature of assigned work, general workload, demand of the unit, and agency policy changes. A hybrid work schedule is allowed per the department’s Telework Policy, which is subject to change and can be revoked at the discretion of management. The work location is in Raleigh, N.C. and the base work schedule for this position is Monday - Friday, 8:00 am to 5:00 pm. Occasional overtime, including evenings, weekends, and holidays, may be required. Participation in after-hours on-call support is also required for this position.

This position requires the ability to safely lift and/or move IT equipment weighing up to 30 pounds., Join the DES IT Infrastructure Team as a User Support Analyst on the User Technology Services team, where you will play a vital role in delivering secure, reliable, and innovative technology services that support DES employees. In this role, you will provide Tier 2 technical support across the Windows desktop environment, diagnose and resolve technical issues, and help maintain reliable endpoint technology and services. You will collaborate with agency users, IT teams, leadership, vendors, and Tier 3 support teams while identifying opportunities to improve service delivery, automate processes, and enhance the overall user technology experience., * Provide Tier 2 technical support by installing, configuring, maintaining, and troubleshooting desktop computers, laptops, printers, monitors, peripherals, and other network-connected equipment to ensure timely resolution of technical issues and restoration of user productivity.

• Respond to and resolve complex incidents and service requests through the agency’s ticketing system by analyzing hardware, software, operating system, application, and network connectivity issues and implementing appropriate resolutions.
• Provide Tier 2 support for Microsoft Windows operating systems, Microsoft 365 applications, Active Directory accounts, network resources, and other enterprise technologies, including user account management, workstation configuration, software installation, patching, and updates.
• Collaborate with IT teams, vendors, management, and agency users to diagnose technical issues, coordinate resolutions, implement effective technology solutions, and appropriately escalate advanced or unresolved issues to Tier 3 support.
• Document troubleshooting activities, technical resolutions, system changes, and support procedures while identifying opportunities for process improvement, automation, and tools that enhance operational efficiency and customer service.
• Maintain accurate IT asset inventories, equipment records, and related technical documentation to support effective asset management, accountability, and operational continuity.
• Identify recurring technical problems and recommend technical modifications, preventive solutions, and service improvements.
• Proven ability to work independently, manage competing priorities and technical assignments, take initiative in resolving problems, and lead or support technical implementations and projects with minimal supervision.
• Evaluate and apply technical knowledge to new and emerging technologies, tools, assignments, and business requirements.
• Additional duties as assigned

About the Division of Employment Security:

Under the Department of Commerce, the mission of the Division of Employment Security is to administer theunemployment insurance system for the state of North Carolina by delivering efficient, effective and quality service., The North Carolina Department of Commerce is an Equal Opportunity Employer who embraces an Employment First philosophy which consists of complying with all federal laws, state laws, and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job. Commerce does not provide employment be legally authorized to work in the United States at the time of hire and throughout employment.

We are committed to reviewing requests for reasonable accommodation at any time during the hiring process and throughout employment. Applicants requesting and receiving an accommodation under the Americans with Disabilities Act (ADA) are eligible to submit paper applications via mail or by fax by the vacancy closing date.

Applicants seeking Veteran’s Preference must attach a DD-214 Form (Certificate of Release or Discharge from Active Duty) to their applications.

Applicants seeking National Guard Preference must attach a NGB 23A (RPAS) if they are a current member of the NC National Guard in good standing. If a former member of the NC National Guard who served for at least 6 years and was discharged under honorable conditions, they must attach either a DD256 or NGB 22.

• Proven experience providing Tier 2 technical support in Windows 11 environments, independently diagnosing and resolving routine and non-routine hardware, software, operating system, application, printer, and network connectivity issues.
• Hands-on experience administering and supporting a range of enterprise technologies, including Windows 11 OS, Active Directory (AD), Domain Name System (DNS), File and Print Services, Microsoft 365, and endpoint management and security technologies.
• Technical proficiency with endpoint management, imaging, deployment, security, and automation technologies, including Microsoft Endpoint Configuration Manager (MECM), BitLocker, Tanium, and PowerShell.

• Proven experience consulting with agency users, IT professionals, vendors, and other stakeholders to diagnose and resolve technical problems., 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.

Recruitment range is $65,607 - $67,340

This is a full-time position (40 hours per week) with State Benefits, including health insurance, as well as retirement., We value our employees and offer a wide variety of competitive and family-friendly benefits. Benefits to include:

• 12 Annual Paid Holidays and monthly accrual of vacation and sick leave
• North Carolina State Health Plan administered by Aetna
• Supplemental Benefits including Flexible Spending Accounts, Accident Insurance, Cancer & Specified Disease, Critical Illness, Dental, and Vision
• NC State Retirement (TSERS), 401(k), and 457 savings plans
• WeSave Employee Discounts
• Eligibility for the Public Service Loan Forgiveness Program

Learn more about new hire resources, safety, health, and wellness information, leave options, employee discounts and more by selecting the benefits link.

The North Carolina Department of Commerce is the state’s lead agency for economic, community and workforce development. The department works with local, regional, national and international organizations to fulfill its mission to improve the economic well-being and quality of life for all North Carolinians.

The Department connects businesses with the site locations, workforce and infrastructure they need to succeed in one of the nation’s top states for business. We also connect local communities with the grants and funding they need to attract new business and ensure future prosperity., 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.