User Support Analyst

nc; North Carolina; Hybrid; USD 66,000 - 98,000; Full time

Job summary

The North Carolina Department of Health and Human Services (NCDHHS) IT Division seeks a User Support Analyst (S) to deliver Tier 2 technical assistance, configure and support desktop hardware, software, and peripherals, and help ensure security compliance across the enterprise.

The role is hybrid with onsite reporting in Raleigh, NC. Qualifications include a CS/IT degree with related IT experience; funding is federal and state in nature, with competitive compensation and benefits.

Qualifications

• Bachelor's degree in computer science or an IT field plus 1 year of IT experience.
• Associate degree plus 2 years of IT experience in related field.
• GED plus 4 years of technology-related experience.
• Equivalent combination of education and experience may apply.

Responsibilities

• Technical Support & Incident Resolution
• Software & Hardware Installation / Maintenance
• Packaging, Testing, and Deployment of Applications
• Customer Training & Documentation
• Policy, Security, and Compliance Responsibilities

Skills

Technical Support & Incident Res

Software & Hardware Install

Packaging, Testing & Deployment

Customer Training & Documentation

Policy, Security & Compliance

Education

Bachelor's degree in CS or IT field

Associate degree in CS or IT field

GED or high school diploma

Job description

Agency

Dept of Health and Human Services

Division

SEC OFFICE - INFO TECH

Job Classification Title

User Support Analyst (S)

Position Number

60038261

Grade

DT06

About Us

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.

Description of Work

The IT User Support Analyst provides Tier 2 technical assistance, problem resolution, and customer service to DHHS staff across the enterprise. This position installs, configures, maintains, and supports desktop hardware, software, and peripheral devices, while ensuring compliance with DHHS IT standards, policies, and security requirements. The analyst contributes to system integration efforts, application packaging, documentation, and departmental initiatives that strengthen the reliability and efficiency of desktop computing services.

Knowledge Skills and Abilities/Management Preferences

Salary Grade Range: $65,607.00 - $98,412.00

Recruitment Range: $65,607.00 - $73,809.00

• Technical Support & Incident Resolution
• Software & Hardware Installation / Maintenance
• Packaging, Testing, and Deployment of Applications
• Customer Training & Documentation
• Policy, Security, and Compliance Responsibilities

The Posting Will Close At 11:59 P.M. The Night Before The End Date

This Position Is Funded In Part Through Federal Funds

This Role Is Eligible To Be Hybrid And Requires Onsite Reporting Located Within Raleigh, NC

About the Office of the Secretary

The Office of the Secretary serves as the executive leadership arm of the North Carolina Department of Health and Human Services (NCDHHS), guiding the Department’s mission to improve the health, safety, and well-being of all North Carolinians. Through strategic oversight and collaborative leadership, the Secretary’s Office supports the effective coordination of over a dozen core divisions, ensuring that agency-wide priorities are aligned, resources are used responsibly, and services are delivered with equity and impact.

About the NCDHHS Information Technology Division

In collaboration with our partners, the North Carolina Department of Health and Human Services (DHHS) protects the health and safety of all North Carolinians and provides essential health and human services. The IT division (ITD) is one of the divisions that report to the Operational Excellence portfolio. The ITD division comprises four sections: Implementation and Operations, Strategy and Workforce, Enterprise Technology, and Vendor and Finance. ITD offers the following services but not limited to implementations, operations, project/portfolio management, infrastructure, consulting, business division liaison, digital transformation, IT strategy, enterprise technology, IT contract and vendor management, and data office services.

Compensation and Benefits

The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees. Visit website for State Benefits.

Supplemental Contact Information

The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federallaws, state laws, and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job. For more information about DHHS: https://www.ncdhhs.gov/.

DHHS uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.

In accordance with the Governor’s Executive Order 303, our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved. We invite all potential applicants to apply for positions for which they may be qualified.

Minimum Education and Experience

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.

Bachelor's degree in computer science or an IT related field from an appropriately accredited institution plus one year of experience in the information technology field related to the position's role

OR

Associate degree in computer science or an IT related field from an appropriately accredited institution and two years of experience in the information technology field related to the position's role

OR

High school or General Educational Development (GED) diploma and four years of experience in the field of technology related to the position's role

OR

An equivalent combination of education and experience

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.