Desktop Support Analyst - DES

Agency

Dept of Commerce

Division

Employment Security

Job Classification Title

User Support Analyst (NS)

Position Number

60077592

Grade

DT06

About Us

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.

Description of Work

Knowledge Skills and Abilities/Management Preferences

The posting will close and stop accepting applications at 11:59 pm on the night prior to the closing date posted above.

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.

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.

Description of Work:

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.

Key Responsibilities

• 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.

Knowledge, Skills and Abilities:

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, or on an attachment will not be considered for qualifying credit. We will not review resumes in lieu of Experience and Education listed on the application (additional statement below under Supplemental and Contact Information).

Applicants who possess the following qualifications may receive management preference:

• 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.

Incentives of NC State Employment:

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.

< It is critical to our screening and salary determination process that applications contain comprehensive information. Please make sure you complete the application in full. Information should be provided in the appropriate areas to include all work experience, the beginning and ending dates of jobs worked, education with the graduation date, and certificates/licenses. Any information omitted from the application cannot be considered in screening for qualifying credit. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.>

Supplemental and Contact Information:

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 visa sponsorship. Applicants must 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.

Our Agency uses the OSHR Recruiting and Posting of Vacancies Policy to fill positions subject to the State Human Resources Act with the most qualified individuals. All applicants must complete and submit a state application for employment using the Careers with the State of NC portal.

PLEASE NOTE It is critical to our screening and salary determination process that applications contain comprehensive information. Please make sure you complete the application in full. Information should be provided in the appropriate areas to include all work experience, the beginning and ending dates of jobs worked, education with the graduation date, and certificates/licenses. Any information omitted from the application cannot be considered in screening for qualifying credit. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.

INCLUDE ALL RELEVANT EDUCATION AND WORK EXPERIENCE IN THE DESIGNATED EDUCATION AND WORK HISTORY SECTION ON THE FORMAL APPLICATION

Attached resumes WILL NOT be accepted in lieu of completing this application and WILL NOT be used for screening for qualifying credit. "See Resume" or “See Attachment" within the fillable application sections WILL NOT be accepted and will be considered an incomplete application and will not be processed. Answers to Supplemental Questions must refer to education or work experience listed on this application to receive credit. Degrees must be received from appropriately accredited institutions. To receive credit for your work history and credentials, you must list the information on the application form. For additional information about applications and processes with the state of NC, please visit: State Government Application Resources.

For consideration for this vacancy, all applicants must complete an online application. If multiple applications are submitted to an individual posting, only the most recent application received prior to the posting close date will be evaluated for consideration.

Applications for positions requiring specific coursework must be accompanied by a copy of the applicant's transcript. If applicants earned college credit hours but did not complete a degree program, they must attach an unofficial transcript to each application to receive credit for this education.

Re-Entry for Formerly Incarcerated Individuals

Our Agency supports the Governor's Executive Order 303 which seeks to re-employ individuals that were previously incarcerated. Formerly incarcerated individuals are invited to apply for any vacant Commerce position(s) in which they believe they are qualified.

By providing the requested information, you certify that you have given true, accurate and complete information on this attachment to the best of your knowledge. In the event confirmation is needed in connection with your work, you authorize educational institutions, associations, registration and licensing boards, and others to furnish whatever detail is available concerning your qualifications. You authorize investigation of all statements made in this application and understand that false information or documentation, or a failure to disclose relevant information may be grounds for rejection of your application, disciplinary action or dismissal if you are employed, and(or) criminal action. You further understand that dismissal upon employment shall be mandatory if fraudulent disclosures are given to meet position qualifications (Authority: GS 126-30, GS 14- 122.1).

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 and click "Application Status." If you are selected for an interview, you will be contacted by management. If you are no longer under consideration, you will receive an email notification. It is not necessary to contact the Human Resources Office to check the status of an application or possible interview.

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.

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.

• 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.

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:

Melissa Link

Recruiter Email:

MELISSA.LINK@COMMERCE.NC.GOV