User Support Specialist

Adult Correction; North Carolina; On-site; USD 71,000 - 106,000; Full time

Job summary

The North Carolina Department of Health and Human Services (DHHS) is seeking a User Support Specialist to provide Tier 2 and 3 desktop support across the agency. The role covers remote and on-site end-user assistance, troubleshooting, and documentation to strengthen IT services.

You will also serve as a Cross Departmental/Divisional Support Specialist, coordinating technology needs, enforcing IT standards, and contributing to system enhancements and deployments across multiple divisions.

Qualifications

• Tier 2/3 technical support for desktop computing environments.
• Experience working in large institutional IT environments is a plus.
• Ability to deploy and troubleshoot applications and scripts.

Responsibilities

• Provide remote and on-site end-user technical support.
• Coordinate technology needs across divisions and ensure IT standards.
• Participate in applications development and system integration efforts.

Tools

Tanium

LANDesk

Group Policy

Job description

Agency

Agency Dept of Health and Human Services Division SEC OFFICE - INFO TECH

Job Classification Title

User Support Specialist (NS)

Position Number

65017920

Grade

DT07

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 User Support Specialist provides Tier 2 and Tier 3 technical support for desktop computing environments across the North Carolina Department of Health and Human Services (DHHS). This role supports end users both remotely and on-site, ensuring timely, accurate, and professional resolution of technical issues. The specialist also contributes to technology implementations, system enhancements, and documentation efforts that strengthen DHHS IT operations.

In addition to core technical responsibilities, this position serves as a Cross Departmental/Divisional Support Specialist, assisting multiple DHHS divisions by coordinating technology needs, facilitating communication, and ensuring consistent application of IT standards across the organization.

You will also be expected to evaluate, design & maintain sophisticated technical equipment & systems. Provide technical support of hardware, applications, operating systems & network. Operate with a high degree of independence during field deployments. Serves as a technical expert for applications, operating systems, hardware or networking areas. You may participate in applications development & system integration.

This position requires in-depth understanding of a wide variety of technologies to effectively support clients & provide technical guidance to lower level support employees.

Knowledge Skills and Abilities/Management Preferences

Salary Grade Range: $70,528.00-$105,793.00

Recruitment Range: $70,528.00-$84,201.00

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:

Preferred Experience

• Experience using Tanium and LANDesk to manage systems, deploy applications and scripts, alter settings, and apply updates and upgrades enterprise systems to ensure security compliance.
• Experience with authoring, maintaining and troubleshooting group policy.

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

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

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 DHH