Support Jobs in Wake County, NC

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Desktop Support Analyst

State of North Carolina - Commerce - DES , DWS Wake County, NC

Wake County, NC

Today

$66k - $67k/yr Full time Active Directory Application Support End User Support

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Job Description

Support the DES IT Infrastructure team by delivering Tier 2 desktop and endpoint support for Windows users, devices, and enterprise systems.

Responsibilities

Deliver Tier 2 support by installing, configuring, maintaining, and troubleshooting desktop computers, laptops, printers, monitors, peripherals, and other network-connected equipment.
Handle complex incidents and service requests using the agency ticketing system by diagnosing hardware, software, operating system, application, and network connectivity issues, then applying appropriate fixes.
Provide Tier 2 support for Microsoft Windows environments, including Microsoft 365, Active Directory accounts, network resources, and enterprise technologies.
Support user account management, workstation configuration, software installation, patching, and updates across enterprise systems.
Coordinate with IT teams, vendors, management, and agency users to diagnose issues, implement solutions, and escalate to Tier 3 when advanced or unresolved.
Document troubleshooting steps, resolutions, system changes, and support procedures while identifying opportunities for process improvement, automation, and better customer service.
Maintain accurate IT asset inventories, equipment records, and related technical documentation to support asset management and operational continuity.
Spot recurring technical problems and recommend technical modifications, preventive solutions, and service improvements.
Work independently to manage competing priorities, take initiative in resolving problems, and support or lead technical implementations and projects with minimal supervision.
Evaluate and apply knowledge to new and emerging technologies, tools, assignments, and business requirements.
Perform additional duties as assigned.

Requirements

Management preference for proven experience delivering Tier 2 technical support in Windows 11 environments, independently troubleshooting routine and non-routine issues across hardware, software, OS, applications, printers, and network connectivity.
Hands-on experience administering and supporting enterprise technologies including: Windows 11 OS, Active Directory (AD), DNS, File and Print Services, Microsoft 365, and endpoint management and security technologies.
Technical proficiency with endpoint management, imaging, deployment, security, and automation tools, including Microsoft Endpoint Configuration Manager (MECM), BitLocker, Tanium, and PowerShell.
Proven experience consulting with agency users, IT professionals, vendors, and other stakeholders to diagnose and resolve technical problems.

Technologies

Windows desktop environment
Microsoft Windows operating systems
Microsoft 365 applications
Active Directory
Microsoft Endpoint Configuration Manager (MECM)
BitLocker
Tanium
PowerShell
Windows 11
Domain Name System (DNS)
File and Print Services
Microsoft Endpoint Configuration Manager

Benefits

State Benefits
Health insurance
Retirement
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

Minimum Education and Experience

Bachelor’s degree in computer science or an IT related field (appropriately accredited) plus one year of IT experience related to the role; or
Associate degree in computer science or an IT related field (appropriately accredited) plus two years of IT experience related to the role; or
High school or GED plus four years of technology-related experience; or
An equivalent combination of education and experience.

Location: Wake County, NC (hybrid)

Salary: USD 65,607 - 67,340 per year

Recruiter: Melissa Link

Recruiter Email: MELISSA.LINK@COMMERCE.NC.GOV

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