User Support Analyst

Agency NC State Highway Patrol Division NC State Highway Patrol Job Classification Title User Support Analyst (S) Position Number 65043075 Grade DT06 About Us The North Carolina State Highway Patrol's primary mission is to reduce collisions and make the highways of North Carolina as safe as possible. The NCSHP has more than 1,600 troopers who cover nearly 80,000 miles of North Carolina roadways, more than any other state except Texas. In addition to enforcing the state's traffic laws, state troopers also guide traffic during hurricane evacuations, re-route traffic around hazardous chemical spills, and they stand ready should any act of terrorism occur. State Troopers are committed to protecting North Carolina's motoring public. Description of Work 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. Knowledge Skills and Abilities/Management Preferences Salary Range: $65,607-$78,954 Salary Grade: DT06 Click here to learn about employee perks and benefits Click here to see the Total Compensation Calculator This position is located at: 3118 Garner Road Raleigh, NC 27610 To receive credit for your work history and credentials, you must provide the information on the application form. Any information omitted from the application form, listed as general statements, listed under the text resume section, or on an attachment will not be considered for qualifying credit. Management Prefers: 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. Tasks and Work Management 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. Technical Knowledge 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 Technical Problem Resolution 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 Technical Support and Customer Service 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 Communication and Professional Skills 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 Key Responsibilities include but are not limited to: 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. Position/Physical Requirements: Typical work schedule: Monday-Friday; 8:00am-5:00pm (based on department needs) May require night and/or weekend work during maintenance windows or outage situations. Subject to emergency callback at any time. Extensive statewide travel is required at times, with minimal overnight stays. Must have a valid drivers license issued from within the United States or be able to obtain one within 90 days of employment Note: Qualified recommended applicant(s) must undergo and successfully pass: ·Criminal Background Investigation ·Drug Screening Test Please note: Job postings close at 11:59:59 p.m. the night before the listed Posting End Date above. Minimum Education and Experience 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. Bachelors 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 positions 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 positions 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 NC State Highway Patrol (NCSHP) selects applicants for employment based on required education and experience and job-related knowledge, skills, and abilities without regard to race, religion, color, national origin, sex, pregnancy, gender identity or expression, sexual orientation, age (40 or older), disability, National Guard or veteran status, genetic information, political affiliation, or political influence. https://www.ncshp.gov/ The Mission of the North Carolina State Highway Patrol is to protect our State with integrity, loyalty, and professionalism. The North Carolina State Highway Patrol will excel as a national leader in public service through innovative law enforcement, strategic preparedness, and community engagement. We are an Employment First state, ensuring that people with disabilities have equal opportunities to succeed in the state government workplace. NCSHP supports pay equity for women, establish paid parental leave for birth, adoption, and foster care, and implement fair chance policies. Join a team that welcomes, values, respects and supports all members of our work community. Application Resources State of North Carolina Hiring Process Information here. Be sure to complete the application in full. Resumes may be uploaded with your application but will not be accepted in lieu of a fully completed application and will not be considered for qualifying credit. "See Resume" or "See Attachment" will NOT be accepted. Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information. Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions, you must provide supporting information within the "Work Experience" section of the application, to support your answers. If multiple applications are submitted to an individual posting, only the most recent application received prior to the closing date will be accepted. All applicants must complete and submit a state application for employment using the Oline Application System for the State of North Carolina by 11:59pm on the night before the closing date listed or the application will be deemed untimely and will not be processed. Please make sure that you have entered all necessary information on your application. Once you hit submit you will not be able to edit or reapply to this position to add information or attachments even if you withdraw your application. Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account. Upon the closing date, applications are "Under Review" and will be screened by Human Resources for the qualified applicants. The hiring process may take several weeks. Degree/College Credit Verification Degrees must be received from appropriately accredited institutions. Transcripts, and degree evaluations may be uploaded with your application. 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. Veterans and National Guard Preference Applicants seeking Veterans Preference must attach a DD Form 214, Certificate of Release or Discharge from Active Duty, along with the state application. Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application if they are a current member of the NC National Guard in good standing. Applicants who are former member of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service must attach a copy of the DD 256 or NGB 22, along with the state application. ADA Accommodations Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), NCSHP is committed to the full inclusion of all qualified individuals. As part of this commitment, NCSHP will ensure that persons with disabilities, or known limitations covered by the PWFA, are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below. Employment Eligibility It is the policy of the State of North Carolina and NCSHP that all employees provide proof of employment eligibility (immigration and naturalization) before or on the first day of employment. We participate in E-Verify (Employment Eligibility Verification System). EEO Statement 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. Recruiter: Angela Anita Avant-Jones Recruiter Email: ANGELA.AVANT-JONES@NCSHP.GOV North Carolina State Government is one of the states largest employers, with over 76,000 employees all working toward a common goal: a safer and stronger North Carolina. We are a large organization comprised of various agencies, offices, and universities, each providing important public services. Eligible state employees are entitled to comprehensive benefits, including a variety of leave options, professional development opportunities, insurance, and more. To learn more about the benefits of being a North Carolina state employee, visit the N.C. Office of State Human Resources' website. Permanent, temporary, and time-limited state government jobs can be found from the mountains to the coast. Find your next opportunity today! State Application Resources/Frequently Asked Questions Valuing Education and Experience The State of North Carolina values the knowledge and experience of our jobseekers and current state employees. Approximately 91 percent of state job classifications allow experience to be substituted for education or do not require a post-secondary degree. Learn more about how you may qualify for a position through education or directly related experience, or a combination of both, with the Education and Experience Equivalency Guide. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. If you are already a state employee, please search for jobs by clicking here.