IT User Support Analyst
State of North Carolina - Raleigh, NC
posted 13 days ago
About the position
The North Carolina Industrial Commission is vested as a court of exclusive and original jurisdiction by the General Assembly to adjudicate and administer the North Carolina Workers' Compensation Act. The Industrial Commission processes over 65,000 workers' compensation injury reports and claims filed annually under the Act. This responsibility includes overseeing and providing for the trial of contested cases as well as administering non-contested cases. Workers who are injured by accident on the job or who contract an occupational disease receive disability and medical benefits as ordered by the Industrial Commission. The Industrial Commission is also a court of original jurisdiction for litigating tort claims against the State under the North Carolina State Tort Claims Act. Additionally, the General Assembly has mandated the Industrial Commission to provide an adjudicated process for Childhood Vaccine-Related Injury claims, Compensation to Persons Erroneously Convicted of Felonies, and Eugenics claims. It acts as a court of exclusive and final jurisdiction for death claims made by families of law enforcement officers, fire fighters, rescue squad workers and civil air patrol members arising under the Public Safety Employees' Death Benefits Act. Each of these adjudicatory systems requires administration of contested and uncontested claims, review of agreements, and supervision of payment of benefits.
Responsibilities
- Monitoring and performing related maintenance, updates, and upgrades on desktop and laptop environments, applications, and websites.
- Monitoring the NCIC support ticket queue and assigning, reassigning, and escalating support tickets as needed.
- Assisting users with all types of IT requests.
- Developing IT documentation and test plans.
- Assisting in maintaining and updating the Industrial Commission website.
- Interacting frequently with DIT staff for support assistance.
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's 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.
- Demonstrated experience installing, configuring, and supporting Windows desktop application environments, web application environments, Microsoft Office suite, basic networking, support of mobile devices, and M365 Exchange Administration.
- Demonstrated ability to troubleshoot standard/common operating systems, desktop applications, and other software and hardware issues.
- Demonstrated experience with IT asset management, with the ability to maintain monthly reporting, resolve inventory discrepancies, deploy and track IT equipment, request vendor quotes, and manage and order supplies.
- Demonstrated ability to determine customer needs and effectively communicate with IT customers, system users, and technical experts.
Nice-to-haves
- Experience with NCID, Salesforce, Webex, and NCMail is highly preferred.
- Experience with ServiceNow Help Desk software, HTML and IIS website administration is desirable.
Benefits
- 12 Annual paid Holidays
- North Carolina State Health Plan administered by Blue Cross Blue Shield of NC
- Supplemental Benefits including: Flexible Spending Accounts, Accident Insurance, Cancer & Specified Disease, Critical Illness, Dental and Vision
- NC State Retirement (TSERS)
- WeSave Employee Discounts
