IT User Hardware/Software Support Analyst (NC765114)

IT User Hardware/Software Support Analyst (NC765114)

About the State Auditor's Office IT Department
The Information Technology (IT) provides a full range of information system resources for the Office of the State Auditor and its four branch offices. The division develops and maintains a variety of integrated automated business systems and solutions which collect data, maintain data bases and provide the reporting and analysis facilities to support the needs of the Office of the State Auditor and its branches. Additionally, the IT division provides application development consulting services and technical assistance to the Office of the State Auditor and related users group organizations in the selection of auditing communications equipment, network design, and outside consultant services and coordinates the implementation of specific special projects to support the management needs of the Office of the State Auditor consistent with the mission, goals and objectives established by the Office of the State Auditor.

Position Overview
As an IT User Support Specialist, the primary responsibility is to provide exceptional technical assistance to end-users, ensuring their IT-related issues are resolved promptly and efficiently. Handling a variety of tasks, including troubleshooting hardware and software problems, and guiding users through system setups. The User Support Specialist role requires strong communication skills to effectively understand and address user concerns, as well as a solid technical background to diagnose and resolve issues.

Key Responsibilities
•Diagnose and resolve hardware, and software issues.
•Assist users with technical problems via phone, email, or Microsoft Teams.
•Perform regular updates and maintenance on computer systems.
•Install and configure operating system and software applications.
•Set up and maintain hardware, including computers, 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.