User Support Analyst - Wake, Okayama

Job summary

The primary purpose of this position is to provide user support for Commerce staff. This position will support approximately 200 employees providing issue triage and coordinating with DIT for escalation utilizing DIT's ticketing system.

This position is responsible for onboarding and offboarding staff. Onboarding duties include, but are not limited to, coordinating with HR and the hiring manager to order equipment, creating user accounts, assigning appropriate system rights, and working with the new hire on their first day to ensure all these items are functioning as expected.

This position supports the department's mobile device environment. This includes, but is not limited to, ordering devices, managing the DIT provisioned Intune environment, and troubleshooting the devices, problem solving and computer troubleshooting skills, relaying technical information to both technical and nontechnical personnel.

This position provides support for the department's staff. This includes, but is not limited to, initial triage and troubleshooting of system issues, escalation to DIT when appropriate, monitoring service desk tickets, asset/software installation, creating and maintaining standard operating procedures, work with DIT to ensure user/asset records are accurate, and work with DIT on refresh of issued equipment.

Qualifications

• Demonstrated Microsoft experience with Windows 11 Desktop, Server Systems administration, and their component roles (Active Directory, DNS, File/Print Services).
• Demonstrated experience supporting applications such as M365, Adobe, Google Chrome, Firefox, and Edge.
• Demonstrated experience with identity management. Account creation/removal, assignment of permissions, and routine auditing.
• Demonstrated experience in hardware and networking troubleshooting.
• Demonstrated experience supporting mobile devices, setup, mobile device management, and troubleshooting.

Responsibilities

• Provide user support for Commerce staff.
• Support the department's mobile device environment.
• Provide support for the department's staff.
• Work with other staff to perform other technical duties as needed.

Skills

• Microsoft experience with Windows 11 Desktop, Server Systems administration.
• Experience supporting applications such as M365, Adobe, Google Chrome, Firefox, and Edge.
• Experience with identity management.
• Experience in hardware and networking troubleshooting.
• Experience supporting mobile devices.

Desired requirements

• Experience with Windows 11 Desktop, Server Systems administration.
• Experience supporting applications such as M365, Adobe, Google Chrome, Firefox, and Edge.
• Experience with identity management.
• Experience in hardware and networking troubleshooting.
• Experience supporting mobile devices.

Benefits

• 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.

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