User Support Specialist

Agency State Board of Elections Division State  Board of Elections Job Classification Title User Support Specialist (NS)
Position NumberGradeDT
07

About UsThe N.C. State Board of Elections is the statewide agency that supervises elections administration, enforces campaign finance requirements, and conducts associated investigations. The State Board ensures uniform implementation of state and federal election laws and appoints local officials serving on county boards of elections. The board is composed of 5 individuals appointed by the State Auditor from list of nominees submitted by the chairs of the two political parties having the highest number of registered affiliates.

Agency staff are civil servants subject to the State Personnel Act.

Description of Work Primary Purpose of the Organizational Unit Information Technology operates as a Division of the State Board of Elections (SBE). The mission of Information Technology (IT) is to support and strengthen the Election’s business divisions by providing central services and infrastructure for state-wide access to information resources and technologies for all election officials. The purpose of IT is to research, advise, procure, implement and support State Board of Election business functions through the use of technology.

Primary Purpose of the Position The purpose of this position is to provide on-site/remote user support and manage the computer equipment for State and County Board of Elections staff. The User Support Analyst is responsible for:
Technical assistance to employees using agency assigned computers, software, mobile devices, printers, and related technology. This position diagnoses and resolves technical issues, prepares equipment for users, maintains accurate inventory records, and escalates complex problems when necessary.. This position will be the primary contact for on-site user support.

Knowledge

Skills and Abilities

/Management Preferences
• Working knowledge of computer systems, desktop and web-based applications.
• Knowledge and proficiency in desktop operating systems and software applications including but not limited to Adobe Creative Cloud, M365 and Windows 10 and 11.
• Strong foundational skills in managing Windows environments, including but not limited to tasks like LGPO application, configuration management and policy enforcement.
• Demonstrated ability to pick up unfamiliar concepts and adapt to new technologies with minimal guidance.
• Ability to identify potential internal and external hardware failures of laptops, desktops, mobile and multi-function devices, implement and deploy new hardware, resolve hardware failures, and document failure recoveries
• Ability to consult with state and county level clients on routine and non-routine technical problems, to follow written and oral directions to implement solutions, perform root cause analysis and make decisions based on available options and on both real and perceived consequences.
• Ability to set and monitor logging and event-driven data such as log analytics and health reports to diagnose and/or maintain computer and virtual machine operations
• Ability and proficiency to operate, monitor and program (using Batch, Power Shell, etc.) functions of a variety of computer and peripheral equipment including desktop clients, mobile devices, operating systems, printers, and virtual machines.
• Ability to perform diagnostics on assigned software and hardware according to IT industry and NC State standard operating procedures and security protocols.
• Ability to lift equipment weighing up to 25 pounds; heavier devices require mechanical assistance or a team lift.

Description of Work
*** Recruitment Range $ 65,607 - $67,575
*** Desktop and User Support Provide physical and…