User Support Analyst

Title User Support Analyst Location Raleigh, NC (Onsite)  Duration 6 Months Interview Type In Person Only Job Type C2C,W2     Job Description  

High School or General Educational Development (GED) diploma and 1-5 years of experience in the information technology field related to the position's role; or an equivalent combination of education and experience.

About the State Auditor's Office IT Department

• The Information Technology (IT) provides a full range ofinformation system resources for the Office of the State Auditor and its fourbranch offices.
• The division develops and maintains a variety of integratedautomated business systems and solutions which collect data, maintain data basesand provide the reporting and analysis facilities to support the needs of theOffice of the State Auditor and its branches.
• Additionally, the IT divisionprovides application development consulting services and technical assistanceto the Office of the State Auditor and related users group organizations in theselection of auditing communications equipment, network design, and outsideconsultant services and coordinates the implementation of specific specialprojects to support the management needs of the Office of the State Auditorconsistent with the mission, goals and objectives established by the Office ofthe State Auditor.

Position Overview

• As an IT User Support Specialist, the primary responsibilityis to provide exceptional technical assistance to end-users, ensuring theirIT-related issues are resolved promptly and efficiently. Handling a variety oftasks, including troubleshooting hardware and software problems, and guidingusers through system setups.
• The User Support Specialist role requires strongcommunication skills to effectively understand and address user concerns, aswell as a solid technical background to diagnose and resolve issues.

Key Responsibilities

• Diagnose and resolve hardware, and softwareissues.
• Assist users with technical problems via phone,email, or Microsoft Teams.
• Perform regular updates and maintenance oncomputer systems.
• Install and configure operating system and softwareapplications.
• Set up and maintain hardware, includingcomputers, printers, and peripherals.
• Create and update technical documentation and user guides.
• Track and manage support tickets, ensuring timely resolution.
• Provide training to users on new systems and software.
• Escalate complex issues to higher-level support or specialized teams.

Qualifications

• Associate degree in computer science or an IT related field from an appropriately accredited institution and three years of experience in the information technology field related to the position's role; or
• High School or General Educational Development (GED) diploma and 1-5 years of experience in the information technology field related to the position's role; or an equivalent combination of education and experience.

 

Skill Required / Desired Amount of Experience Diagnose and resolve hardware, and software issues. Required 3 Years Assist users with technical problems via phone, email, or Microsoft Teams. Required 3 Years Perform regular updates and maintenance on computer systems. Required 3 Years Install and configure operating system and software applications. Required 3 Years Set up and maintain hardware, including computers, printers, and peripherals. Required 3 Years Create and update technical documentation and user guides. Required 3 Years Track and manage support tickets, ensuring timely resolution. Required 3 Years Provide training to users on new systems and software Required 3 Years Escalate complex issues to higher-level support or specialized teams. Required 3 Years High School or General Educational Development (GED) diploma and 1-5 years of experience in the information technology field related to the position Required 3 Years