User Support Specialist

State of North Carolina; North Carolina; On-site; USD 71,000 - 106,000; Full time

Job summary

The State of North Carolina is seeking a User Support Specialist (NS) to provide Tier 2 and 3 technical support for desktop environments across the DHHS IT division. The role includes remote and on-site assistance, plus contributing to technology implementations and documentation.

As a Cross Departmental/Divisional Support Specialist, you will coordinate technology needs across divisions, help maintain IT standards, and participate in applications development and system integration where needed.

Qualifications

• Bachelor’s degree in computer science or an IT related field and two years of IT experience.
• Associate degree in computer science or an IT related field and three years of IT experience.
• High School or GED and five years of IT experience or an equivalent combination of education and experience.

Responsibilities

• Provide Tier 2 and Tier 3 technical support for desktop computing environments across DHHS.
• Support end users remotely and on-site with timely, accurate issue resolution.
• Contribute to technology implementations, system enhancements, and documentation for IT operations.
• Act as Cross Departmental/Divisional Support Specialist coordinating IT needs across divisions.

Skills

Tanium

LANDesk

Group policy

Education

Bachelor’s degree in computer science or IT related field

Associate degree in computer science or IT related field

High School Diploma or GED with 5 years IT experience

Tools

Job description

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:

• 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.

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 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 Employerthat 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.

If there are any questions about this posting, please contact Talent Acquisition at [e-mail]. Resumes will not be accepted in lieu of completing this application.

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 and two years 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 three years of experience in the information technology field related to the position’s role

OR

High School or General Educational Development (GED) diploma and five years of experience in the information technology field 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 aDD-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.

Contact

DHHS Workday Support Form