Agency
Dept of Commerce

Division
Management Information Services

Job Classification Title
User Support Analyst (NS)

Position Number

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
Recruitment Range $63,163 - $73,745*
This is a full-time position (40 hours per week) with State Benefits, including health insurance, as well as retirement.

*Description Of Work:*
The primary purpose of this position is to provide user support for Commerce staff. This position will support approximately 200 employees providing issue triage and coordinating with DIT for escalation utilizing DIT's ticketing system.

This position is responsible for onboarding and offboarding staff. Onboarding duties include, but are not limited to, coordinating with HR and the hiring manager to order equipment, creating user accounts, assigning appropriate system rights, and working with the new hire on their first day to ensure all these items are functioning as expected. Offboarding duties include, but are not limited to, coordinating with HR and the manager to collect state issued equipment and ensure accounts are deactivated when appropriate.

This position supports the department's mobile device environment. This includes, but is not limited to, ordering devices, managing the DIT provisioned Intune environment, and troubleshooting the devices, problem solving and computer troubleshooting skills, relaying technical information to both technical and nontechnical personnel. This person will also support international travel, issuing travel devices, adding users to appropriate groups and troubleshooting issues that may arise.

This position is responsible for identity management. This includes, but is not limited to, managing users accounts, creation, updating, and deletion, domain group management for users and devices, email account creation, updating and deletion, and performing regular account maintenance to ensure accounts are active and valid.

This position provides support for the department's staff. This includes, but is not limited to, initial triage and troubleshooting of system issues, escalation to DIT when appropriate, monitoring service desk tickets, asset/software installation, creating and maintaining standard operating procedures, work with DIT to ensure user/asset records are accurate, and work with DIT on refresh of issued equipment.

This position works with other staff to perform other technical duties as needed which include, but are not limited to, network troubleshooting, printer support, departmental reporting for mobile devices, hardware, and software problem solving, computer troubleshooting skills, relaying technical information to both technical and nontechnical personnel.

*About The Unit:*
Business Technology Services (BTS) unit at the North Carolina Department of Commerce provides computer and other Information Technology support to Commerce employees and Division leaders. The team works with Commerce staff to translate business needs into specific information technology solutions.

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.
*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, listed under the text resume section, 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:

• Demonstrated Microsoft experience with Windows 11 Desktop, Server Systems administration, and their component roles (Active Directory, DNS, File/Print Services).
• Demonstrated experience supporting applications such as M365, Adobe, Google Chrome, Firefox, and Edge.
• Demonstrated experience with identity management. Account creation/removal, assignment of permissions, and routine auditing.
• Demonstrated experience in hardware and networking troubleshooting.
• Demonstrated experience supporting mobile devices, setup, mobile device management, and troubleshooting.

*Supplemental And Contact Information:
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

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. The processing of applications will take an average of 5 business days due to the high volume of applications received.
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:*
Ruth Evans

*Recruiter Email:*
RUTH..NC.GOV