User Support Specialist

Health & Human Services; United States; On-site; USD 71,000 - 106,000; Full time

Benefits offered by this job

Health insurance options

Retirement plans

Paid leave

Job summary

North Carolina Department of Health and Human Services seeks a User Support Specialist to deliver Tier 2 and 3 technical support for desktop environments. The role involves remote and on-site assistance, ensuring timely, accurate resolutions and contributing to IT projects and documentation.

You will coordinate with multiple divisions as a Cross Departmental/Divisional Support Specialist, design and maintain technical equipment, and provide guidance to junior staff while adhering to DHHS IT

Qualifications

• Experience with Tanium or similar systems management tools.
• Experience troubleshooting enterprise desktops and related applications.

Responsibilities

• Provide Tier 2 and Tier 3 technical support for desktop computing environments.
• Support end users remotely and on-site.
• Participate in technology implementations, system enhancements, and documentation.
• Serve as Cross Departmental/Divisional Support Specialist coordinating IT needs across divisions.

Skills

Tanium

LANDesk

Group Policy

Education

Bachelor's degree in computer science/IT

Associate degree in computer science/IT

High School/GED + 5 years IT experience

Equivalent combination of education/experience

Job description

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.

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

Qualifications and Compensation

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

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

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.

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.

Equal Opportunity Employer

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: https://www.ncdhhs.gov/.

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

• 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
• 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
• High School or General Educational Development (GED) diploma and five years of experience in the information technology field related to the position's role
• 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.

Eligibility

Applicants may be subject to a criminal background check.

All candidates selected for positions considered "Positions of Trust" will be subject to a criminal background check.

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.

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.

If there are any questions about this posting, please contact Talent Acquisition at [e-mail].

Contact Information

Recruiter: Tonya Lofton McLamb

Contact: DHHS Workday Support Form

North Carolina State Government is one of the state’s largest employers, with over 76,000 employees all working toward a common goal: a safer and stronger North Carolina. We are a large organization comprised of various agencies, offices, and universities, each providing important public services. Eligible state employees are entitled to comprehensive benefits, including a variety of leave options, professional development opportunities, insurance, and more. To learn more about the benefits of being a North Carolina state employee, visit the N.C. Office of State Human Resources' website. Permanent, temporary, and time-limited state government jobs can be found from the mountains to the coast. Find your next opportunity today! State Application Resources/Frequently Asked Questions Valuing Education and Experience The State of North Carolina values the knowledge and experience of our jobseekers and current state employees. Approximately 91 percent of state job classifications allow experience to be substituted for education or do not require a post-secondary degree. Learn more about how you may qualify for a position through education or directly related experience, or a combination of both, with the Education and Experience Equivalency Guide. All job postings close at 11:59pm the night before the End Date on the posting.