The User Support Analyst position provides technical support to the NC Department of Public Safety (DPS) and the NC Department of Adult Correction as a member of the Regional Technical Support Services Group (RTSS) within the Integrated Network Service (INS) team. The RTSS Group provides support for desktop and laptop computers, mobile devices, printers, site surveys, Voice over Integrated Protocol (VOIP), WebEx, and site infrastructure support for 400+ sites to include prisons, community correction, juvenile justice and administration offices covering the entire state of North Carolina.

This position will be a member of our Public Safety-DIT North Central Region team. Duties include, but are not limited, to:

• Implementing structure cable plants
• Installing and troubleshooting computers
• Loading software and supporting end user problems associated with hardware/software
• Assisting in development and installation of local area network systems (LANS), cable infrastructure, personal computers, printer, and operating systems
• Working in concert with other management and program management to ensure business goals are met and project schedules are maintained

This position does require frequent statewide and occasional overnight travel.

About the Organization

The N.C. Department of Information Technology (NCDIT) serves as the Technology Center for the State of NC. Services that NCDIT provides reach a client base of state and local government agencies, as well as schools, colleges and universities. NCDIT’s mission is to enable trusted business-driven solutions that meet the needs of North Carolinians. NCDIT provides technology services to state agencies and is charged with closing the digital divide by expanding availability of broadband services and promoting the adoption of affordable, high-speed internet.

As NCDIT’s services reach North Carolina residents from all backgrounds, we believe that a diverse workforce is our most valuable asset to recognize, understand and meet the IT needs of our constituents across the state. NCDIT is an equal opportunity employer committed to diversity, equity and inclusion. Join a team that welcomes, values, respects and supports all members of our work community.

Our agency culture intentionally values diversity, equity and inclusion through the implementation of thoughtful, practical, innovative and data-driven strategies. We are an Employment First state, ensuring that people with disabilities have equal opportunities to succeed in the state government workplace (Executive Order 92). NCDIT supports recent executive orders to address pay equity for women (Executive Order 93), establish paid parental leave for birth, adoption, and foster care (Executive Order 95), and implement fair chance policies (Executive order 158).

Knowledge, Skills and Abilities / Competencies

Applicants must meet both the Education Requirements and ALL Knowledge, Skills and Abilities (KSAs) listed below in order to qualify. Qualified applicants must submit an application that CLEARLY REFLECTS work experience that demonstrates the following:

• 
  Demonstrated knowledge and operational hands-on experience with different types of computer hardware, mobile devices, software, peripherals and components, networking protocols, fabricating LAN cables, and communications
• Prior leadership and project experience managing timelines, resources, and personnel
• Customer service skills working proactively to promote positive customer relationships and to mentor others to ensure client satisfaction and organizational success

Minimum Education and Experience Requirements

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