User Support Analyst

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About Us

The North Carolina Community College System (System Office) is a statewide network of 58 public community colleges. The system enrolls over 500,000 students annually. It is the 3rd largest in the nation based on the number of colleges. It also provides data to the North Carolina Learning Object Repository by collecting, contributing, and sharing digital learning resources for use in traditional or distance learning environments. The mission of the North Carolina Community College System is to open the door to high-quality, accessible educational opportunities that minimize barriers to post-secondary education, maximize student success, develop a global, multicultural, and competent workforce, and improve the lives and wellbeing of N.C. citizens.

Description of Work

Important: This posting closes at 11:59:59 PM the night BEFORE the End Date above.

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.

The mission of the North Carolina Community College System is to open the door to high-quality, accessible educational opportunities that minimize barriers to post-secondary education, maximize student success, develop a global, multicultural, and competent workforce, and improve the lives and wellbeing of N.C. citizens. To learn more about the NC Community College System Office and the Great 58 visit our website About Us | NC Community Colleges.

Knowledge Skills and Abilities/Management Preferences

The User Support Analyst position provides comprehensive and innovative analytical and technical support and assistance for the North Carolina Community College System Office. This critical role operates and maintains the entire end-user experience for staff who provide higher education services including research, instructional design, and administrative activities for the North Carolina Community College System and its partners including the 58 community colleges, local, state and federal agencies.

This position plans, documents, designs, configures, secures, implements, and troubleshoots computer systems including desktop, laptops, and mobile devices. Additionally, the position operates and maintains business automation software including but not limited to Microsoft O365, ServiceNow, DocuSign and Adobe products.

This position requires working knowledge of Akamai, Sentinel One, Windows Defender, and other industry standard platforms that assist in the operations and maintenance of desktop computing.

May require a modified schedule to provide after-hours offsite end-user support.

Knowledge, Skills and Abilities / Competencies:

• Ability to provide outstanding customer service.

• Strong understanding of computer hardware and software including peripheral devices.

• Proficiency in the installation, configuration, operation and support for Microsoft Windows and macOS operating systems.

• Ability to maintain and operate Active Directory and Group Policy.

• Skilled in basic network protocols including TCP/IP, DNS and DHCP.

• Knowledge of mobile device management (MDM) and remote support tools.

• Ability to effectively perform at the team and individual level

• Ability to provide clear guidance and train end-users on System Office supported software and hardware.

• Knowledge of cybersecurity best practices and data protection policies.

• Strong communication skills.

• Creative problem-solving skills.

• Ability to perform in an agile environment.

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.

MINIMUM QUALIFICATIONS: 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.

STATE EMPLOYEE COMPENSATION & BENEFITS: All System employees are valued and offered a wide variety of competitive and family-friendly benefits. The state of North Carolina provides excellent comprehensive benefits. Employees may choose to participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave, and personal observance is available to eligible employees. Some highlights include:

• The best-funded pension plan/retirement system in the nation according to Moody’s Investor’s Service
• Twelve (12) holidays/year
• Fourteen (14) vacation days/year which increase as the length of service increases and accumulate year-to-year
• Twelve (12) sick days/year which is cumulative indefinitely
• Longevity pays lump sum payout yearly (based on length of service beginning 10 years and up)
• 401K, 457, and 403(b) plans

Learn more about employee perks/benefits:

• Why Work For NC?
• NC OSHR: Benefits
• NC OSHR: Total Compensation Calculator

The North Carolina Community College System Office uses the Merit-Based Recruitment and Selection Plan to fill positions SUBJECT to the State Human Resources Act with the most qualified applicants. When a salary range or recruitment range is posted, the actual salary will be based on relevant competencies, knowledge, skills and abilities, internal equity, and budgetary considerations pertinent to the advertised position. All post-high school degrees must be from appropriately accredited institutions.

Individuals interested in applying for this position must complete the online process athttps://www.nc.gov/jobs, Résumés will not be accepted in lieu of the application. Work history and credentials must appear on the application to receive consideration during the selection process.

For further information, please contact:

RECRUITMENT ADMINISTRATOR

North Carolina Community College System

Human Resources | Caswell Building

5001 Mail Service Center | Raleigh, NC 27699-5001

Email: [email protected]

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.

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