User Support Analyst

**OSC is interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas at this time.**
**Successful candidate will be subject to a criminal background check.**

The mission of the Office of the State Controller (OSC) is to protect the financial integrity of the State and promote accountability in an objective and efficient manner.

The foundational principles of the office are Integrity/Ethics, Objectivity and Accountability. OSC's overall goals are to optimize operational execution, manage risk effectively and efficiently and foster a high-performance culture. OSC will provide excellent customer service while achieving those goals. The State Controller is the State's Chief Fiscal Officer. The Controller serves as an independent resource to protect the financial integrity of the State and to promote accountability in an objective and efficient manner through accounting, disbursing, payroll, internal control, eCommerce and financial reporting systems. The basis for the Controller's authority is statutory.
Description of Work:
Desktop and Technical Support
This position provides full desktop support for the Office of the State Controller desktops and laptops - including the training rooms and conference rooms. Position troubleshoots errors and warnings and assists staff with software issues pertaining to NCID, M365 Active Directory, Email/Calendar, WebEx, Microsoft Office Suite, SnagIt, Visio, and all other agency specific applications. This position is responsible for all NCID and Active Directory administrator functions including creating and deleting accounts as well as working with other state agencies in the transfer of NCID access for transfer employees. This position creates and maintains all Active Directory access for the agency concerning windows and LAN IDs and passwords as well as creates and supports email and calendar accounts. This position is responsible for resetting and unlocking passwords for NCID and Windows accounts.
This position will be responsible for end point setup, monitoring, and management through a cloud-based end-point management tool (ie InTune), manual installation of legacy application software for users that is not a part of the standard desktop setup; is responsible for maintaining software keys and licensing to ensure compliance with purchased number of licenses and work with staff members for training on accessing and setting up passwords for the applications.
On-Boarding/Off Boarding and Transfer Requests
This position processes all onboarding, off-boarding and transfer requests for the agency pertaining to all application access and system rights based on the position requirements for the job duties assigned to the staff member. This includes using the service request system for form maintenance and auditing purposes. This position works with each staff member to ensure that all applications are accessible and that each user sets passwords according to the security procedures and guidelines in place for the agency; trains new staff members on how to access and use the common OSC applications such as IM, SnagIT, Email/Calendar, VPN and wireless connectivity and accessing the appropriate folder structure based on the requirements submitted by the supervisor.
Technical Equipment
This position maintains the check-out equipment for the agency which includes laptops and air cards; is responsible for ensuring that all check out laptops are current and up-to-date on software and maintenance installations and instruct users on how to access and use the check-out equipment; is responsible for troubleshooting any issues that arise from the users when using the equipment off-site such as VPN connectivity and wireless connectivity.
Equipment Support
This position provides support for all peripheral equipment for the agency including but not limited to printers, projectors, wireless devices, webinar conference equipment, and e-fax/fax machines; and assists both internal and external presenters in accessing the equipment in the various training and conference rooms and ensuring that all equipment in the rooms are current on maintenance and in proper working order.
BEST Call Center Applications Support
This position supports various call center applications, telephony solutions, music on hold and white noise.
Back-up for Laser Check Printing Application
This position also serves as backup support for the Laser Check printing application for NCFS.NOTE: The knowledge, Skills, and Abilities (KSA'S) and the Minimum Education and Experience are REQUIRED in order to be considered qualified for this vacancy. Therefore, you MUST provide supporting information within the body of your application that clearly demonstrates your possession of the KSA's and the minimum education and experience requirements.

• Proven, documented experience in troubleshooting issues relating to Microsoft Windows 10/11+, Microsoft 365, O365, network connectivity, email, and web-based applications

• Proven, documented ability to configure applications, install and support system software, hardware, and local peripherals (printers, projectors, etc.) as well as diagnose and resolve various equipment problems

• Proven, documented ability to resolve problems in response to customer reported incidents; confer with end users to determine types of hardware and software requirements; install new hardware and software and maintain existing components

• Proven, documented ability to train end users in the use of equipment and software; perform general maintenance tasks; and troubleshoot and resolve issues with computer systems and peripheral equipment located throughout the organization

• Proven, documented ability to prepare progress reports for all work performed; evaluate products for compatibility, expandability, and ease of use and support; and recommend to management the support or nonsupport of evaluated products

Management Preference:

Management prefers any certifications in Microsoft. Some state job postings state that 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 oshr.nc.gov/experience-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.
NOTE: Transcripts must be uploaded to NEOGOV and attached to your application to receive credit for any training and educational requirements, in order to qualify for the position.


All degrees must be received from appropriately accredited institutions. NEOGOV Technical Assistance

If you are having technical issues logging into your account or applying for a position, please review the Get Help/FAQ's information on the website. If you are still experiencing technical issues with your application, please call the NEOGOV Help Line at 855-524-5627.

All work history, training, and education must be listed on the official application, along with attached transcripts, to receive credit. Applications must be completed in full. "See Resume" or "See Attached" will not be accepted.
The Office of the State Controller
3512 Bush Street
Raleigh, NC 27609
http://www.osc.nc.gov/
Once the position has been filled, all on-line applicants will be notified via the e-mail provided at the time of application.
APPLICATIONS MUST BE COMPLETED IN FULL. "SEE RESUME" OR "SEE ATTACHED" WILL NOT BE ACCEPTED.Employment Type: Permanent Full-Time