Tier 2/3 Desktop Support Specialist (Remote)

State of North Carolina - Health & Human Services; North Carolina; Hybrid; USD 71,000 - 106,000; Full time

Job summary

The State of North Carolina - Health & Human Services is seeking a User Support Specialist (NS) to provide Tier 2/3 desktop support across statewide enterprise IT environments. You will troubleshoot hardware, software, and OS issues, and help maintain enterprise resources including group policies and deployment tools.

Responsibilities include creating and maintaining gold images, coordinating with divisions for consistent service, and developing security scripts.

Qualifications

• Bachelor’s degree in computer science or an IT related field and two years of experience in the information technology field related to the position; or Associate degree and three years of experience; or GED and five years of experience; or equivalent combination of education and experience.
• Experience administering Windows environments, including troubleshooting OS, applications, Group Policy, and network connectivity in enterprise settings.
• Experience managing Active Directory structures, user provisioning, OU management, GP creation, and domain trust settings.
• Experience deploying applications/OS upgrades via packages and scripts using LanDesk or SCCM.
• Experience using remote support platforms (LanDesk and Bomgar) to diagnose and resolve complex issues for end users.
• Ability to coordinate desktop support across divisions by documenting processes and identifying recurring issues.

Responsibilities

• Provide Tier 2 and Tier 3 desktop support through remote tools and in‑person assistance to resolve hardware, software, and configuration issues.
• Maintain hardware and software across all DHHS computing platforms with accurate, timely work.
• Author and maintain EADS Group Policies affecting all ITD‑supported divisions and assist non‑ITD divisions on request.
• Install new hardware and software while ensuring compatibility with DHHS IT specs.
• Develop scripts to address security and support needs and recommend cost‑effective solutions.
• Create, maintain, and deploy gold images used for OS installations and updates.
• Track OS development cycles and implement updates to keep devices on supported versions.
• Provide senior‑level support for PC imaging tools and coordinate across divisions to support consistent service delivery.

Skills

Windows administration

Active Directory

Group Policy

SCCM

LanDesk

Bomgar

Remote desktop support

Documentation

Security coordination

Education

Bachelor's degree in computer science or IT

Associate degree in computer science or IT

GED with 5 years IT experience

Tools

LanDesk

SCCM

Bomgar

Job description

The State of North Carolina - Health & Human Services is seeking a User Support Specialist (NS) to provide Tier 2/3 desktop support across statewide enterprise IT environments. You will troubleshoot hardware, software, and OS issues, and help maintain enterprise resources including group policies and deployment tools.

Responsibilities include creating and maintaining gold images, coordinating with divisions for consistent service, and developing security scripts.