User Support Specialist

State of North Carolina; Wake Forest (NC); Hybrid; USD 55,000 - 75,000; Full time

Job summary

The North Carolina Department of Health and Human Services (DHHS) is seeking a User Support Specialist (NS) to provide Tier 2 and Tier 3 desktop support across multiple platforms.

The role develops and maintains enterprise-wide resources such as group policies and deployment tools, installs hardware and software, and coordinates with technical teams to address security and system updates for statewide IT operations.

Qualifications

• Troubleshoot and resolve desktop hardware, software, and OS issues across platforms.
• Lamiliar with remote tools and on-site assistance to staff.

Responsibilities

• Provide Tier 2 and Tier 3 desktop support through remote tools and in-person assistance to resolve hardware, software, and configuration issues.
• Maintain hardware and software across DHHS computing platforms.
• Author and maintain EADS Group Policies affecting all ITD-supported divisions and assist non-ITD divisions upon request.
• Install new hardware and software products while

Skills

Desktop support

Remote support

Group Policy

OS deployment

Job description

Agency

Dept of Health and Human Services

Division

SEC OFFICE - INFO TECH

Job Classification Title

User Support Specialist (NS)

Position Number

60041648

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 desktop computing support for DHHS staff by troubleshooting and resolving hardware, software, and operating system issues across multiple platforms. It develops and maintains enterprise-wide technical resources, including group policies, operating system images, scripts, and deployment tools that support secure and efficient IT operations.

This role installs new hardware and software, ensures compatibility with DHHS IT specifications, and partners with technical teams to address security concerns and system updates. It also serves as a central liaison across DHHS divisions to coordinate technical needs, streamline service delivery, and support cross-division incident monitoring and resolution. The position supports both remote and in-person service delivery within a statewide enterprise IT environment.

Key Duties Include:

• Provide Tier 2 and Tier 3 desktop support through remote tools and in-person assistance to resolve hardware, software, and configuration issues.
• Perform accurate and timely maintenance of hardware and software across DHHS computing platforms.
• Author and maintain EADS Group Policies affecting all ITD-supported divisions and assist non-ITD divisions upon request.
• Install new hardware and software products while