business systems analyst

User Support Technician I / Business Systems Analyst I

Contractor DHB IT Business Systems Analyst / User Support Technician

Position Overview:

• This position will assist the NC Medicaid Infrastructure Team Manager in organizingservicing and deploying computers Cisco telephone/network laptops printerscopiers scanner e Fax and other technology for the Division of Health Benefits (DHB) employees contractors and temporary workers.
• This position will also serve as a first point of contact for troubleshooting and repairs.

Job Specific Responsibilities:

• Assist with managing division computers and related equipment and software including deployment and return of desktops laptops printers and all peripherals.
• Serve as a delegated administrator for the North Carolina ID (NCID) system responsible for assisting with creating deactivating unlocking and resetting DHB staff NCID accounts. This information creates the outlook email account for our Active Directory called EADS.
• Provide telephone system support for DHB staff including deploying phones to offices and conference rooms submitting tickets for phone setup for new and existing staff and troubleshooting phone issues for DHB staff. State cellphone deployment and management is an important part of this position.
• Assist DHB Users with their IT requests using the ServiceNow ticketing system. Monitor requests and document the resolutions in the ticketing system.
• Help track DHB IT Inventory with our WASP Inventory Tracking System and follow established processes.

KnowledgeSkills and Abilities Required:

• To receive credit for all your work history and credentials you must list the information on the application form.
• Any information listed under the text resume section or on an attachment will not be considered for qualifying credit.

Qualified applicants must document on the application that they possess all the following:

• Excellent verbal and written communication skills
• Ability to establish and maintain effective working relationships with coworkers officials and the public
• Ability to work independently with minimum supervision
• Ability to effectively manage multiple tasks and priorities
• Capable of resolving routine problems based on existing documentation training and resources
• Previous working experience providing technical support
• Proven ability deploying and configuring desktop and laptop computers and peripheral devices

Expected Skills:

• Able to work without assistance; can provide limited leadership to others; able to manage medium complexity work efforts; may have industry experience.

Description (including but not limited to):

• Technical assistance support and advice to end users for hardware software and systems
• Handson technical and functional assistance to business and technical users
• Remote technical and functional assistance to business and technical users