User Support Analyst

State of North Carolina; North Carolina; Hybrid; USD 66.000 - 98.000; Vollzeit

Zusammenfassung

The State of North Carolina’s DHHS IT division seeks a User Support Analyst (S) to provide Tier 2 technical assistance and service across the enterprise. The role involves installing and maintaining desktop hardware and software, ensuring security compliance, and supporting application packaging and deployment.

The ideal candidate will have a relevant IT degree or equivalent experience and strong documentation and training skills.

Qualifikationen

• Bachelor's degree in computer science or an IT related field plus 1 year of IT experience
• Associate degree in CS/IT plus 2 years of IT experience
• GED plus 4 years of IT experience or equivalent combination

Aufgaben

• Provide Tier 2 technical assistance, problem resolution and customer service to DHHS staff across the enterprise.
• Install, configure, maintain, and support desktop hardware, software, and peripherals per DHHS IT standards and security requirements.
• Contribute to system integration efforts, application packaging, documentation, and IT initiatives that strengthen desktop computing services.

Kenntnisse

Technical Support

Incident Resolution

Software Installation

Deployment

Documentation

Ausbildung

Bachelor's degree in CS or IT

Associate degree in CS/IT

GED + 4 years IT experience

Jobbeschreibung

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

Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement.

The Knowledge, Skills, and Abilities (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred:

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

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 NC DHHS 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 federal laws, 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: . 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.

Veterans’ and National Guard Preference

• Applicants seeking Veteran's Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications.
• Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application, if they are a current member of the NC National Guard in good standing.
• Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application.

ADA Accommodations

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment, DHHS will ensure that people with disabilities, or known limitations covered by the PWFA, are provided with reasonable accommodation. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below.