TECHNICAL SUPPORT ANALYST at North Carolina Real Estate Commission in Raleigh, North Carolina

Job Description:

TECHNICAL SUPPORT ANALYST
General Statement of Duties
Performs technical work supporting the operations of computer equipment and programs for
administration and operation of the Commission’s local area network and peripheral computer 
equipment.
Distinguishing Features of the Class
A Technical Support Analyst is the first point of contact for Commission employees, 
providing technical assistance and support related to computer systems, hardware, or software. 
Employee will respond to queries, run diagnostic programs, isolate problems, and determine and 
implement solutions to ensure smooth and efficient operations. Work also includes assisting in the 
determination of operating or programming errors and recommending appropriate corrective action. 
Work is performed under the direct supervision of the Chief Technology Officer and is evaluated based on 
the efficiency and effectiveness of the work performed and through periodic reports and user feedback.
Duties and Responsibilities
Essential Duties and Tasks
Interacts with a broad range of users requiring strong communication skills and using 
technical resources to provide support. 
Sets up and installs computer hardware, software, and/or peripheral equipment. 
Troubleshoots and performs routine repair hardware, software, and/or peripheral equipment 
including computers/printers/copiers/fax machines/phones. 
Images/reimages computers.
Loads software and databases. 
Conducts computer diagnostics to determine the nature of problems.
Assigns/Updates User Profiles. 
Troubleshoots network login (Active directory) setups, password resets, and Email. 
Recommends the purchase or repair of equipment.
Trains staff on the use of computers and related equipment, including hands-on training and 
written video material. 
Performs monthly and quarterly inventory of all computer assets, to include related 
hardware/software and assigned laptops. 
Maintains inventory of computers and computer related hardware/software, to include 
assigned laptops.
Assists with the maintenance and support of the Commission-wide computer network and related 
operating systems, including multiple servers, routers, switches and multiplatform networks and related 
peripheral equipment; provides connection for LAN and Internet and related applications, and maintains 
operating systems, client-server software and utilities.
Assists in providing technical support for computer operations and serves as resource to other 
staff by providing appropriate user support.
Manages and monitors IT ticketing system, ensuring timely resolution of issues and proper 
documentation.
Assists with onboarding new employees by setting up user accounts, email, and necessary 
software and hardware. 
Technical Support Analyst
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Additional Job Duties
Performs related duties as required.
Recruitment and Selection Guidelines
Knowledge, Skills, and Abilities
Ability to assist with maintenance and support of Commission-wide network and related 
operating systems and to assist third party contractor with online and in-house applications.
Ability to maintain current systems and add new users, applications and devices.
Ability to troubleshoot and isolate network and programming failures.
Ability to document procedures and technical information and to recommend changes in 
programs and routines to improve computer operating efficiency.
Considerable knowledge of internal operating system technology, computer operations and 
hardware.
Knowledge of applications, programming techniques and procedures sufficient to manipulate 
data in software applications as necessary.
Ability to follow complex oral and written instructions.
Considerable ability to communicate effectively and respond independently to end-user 
questions.
Ability to type proficiently.
Ability to establish and maintain effective working relationships with employees, third-party 
consultants, and the general public.
 
Desirable Education and Experience
Associate's degree in computer science or an IT-related field from an appropriately accredited 
institution or High school or General Educational Development (GED) diploma and two years of 
experience in the field of technology related to the position's role. Coursework in computer or 
information technology may be substituted year-for-year for the required experience or an 
equivalent combination of education and experience
Physical Requirements
Must be able to perform the physical life functions of stooping, kneeling, crouching, crawling, 
reaching, walking, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions. 
Must be able to perform medium work exerting up to 100 pounds of force occasionally; and/or 
up to 20 pounds of force frequently and/or 20 pounds of force constantly to move objects. 

Must possess visual acuity necessary to prepare and analyze data and figures, operate a computer terminal and do extensive review of written records. 

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