Desktop Support Analyst - DES

User Support Analyst (NS) Join the DES IT Infrastructure Team as a User Support Analyst on the User Technology Services team, where you will play a vital role in delivering secure, reliable, and innovative technology services that support DES employees. In this role, you will provide Tier 2 technical support across the Windows desktop environment, diagnose and resolve technical issues, and help maintain reliable endpoint technology and services. You will collaborate with agency users, IT teams, leadership, vendors, and Tier 3 support teams while identifying opportunities to improve service delivery, automate processes, and enhance the overall user technology experience. Key Responsibilities: Provide Tier 2 technical support by installing, configuring, maintaining, and troubleshooting desktop computers, laptops, printers, monitors, peripherals, and other network-connected equipment to ensure timely resolution of technical issues and restoration of user productivity. Respond to and resolve complex incidents and service requests through the agency's ticketing system by analyzing hardware, software, operating system, application, and network connectivity issues and implementing appropriate resolutions. Provide Tier 2 support for Microsoft Windows operating systems, Microsoft 365 applications, Active Directory accounts, network resources, and other enterprise technologies, including user account management, workstation configuration, software installation, patching, and updates. Collaborate with IT teams, vendors, management, and agency users to diagnose technical issues, coordinate resolutions, implement effective technology solutions, and appropriately escalate advanced or unresolved issues to Tier 3 support. Document troubleshooting activities, technical resolutions, system changes, and support procedures while identifying opportunities for process improvement, automation, and tools that enhance operational efficiency and customer service. Maintain accurate IT asset inventories, equipment records, and related technical documentation to support effective asset management, accountability, and operational continuity. Identify recurring technical problems and recommend technical modifications, preventive solutions, and service improvements. Proven ability to work independently, manage competing priorities and technical assignments, take initiative in resolving problems, and lead or support technical implementations and projects with minimal supervision. Evaluate and apply technical knowledge to new and emerging technologies, tools, assignments, and business requirements. Additional duties as assigned North Carolina