User Support Technician II

Health & Human Services; Morganton (NC); On-site; USD 61,000 - 92,000; Full time

Job summary

The North Carolina Department of Health and Human Services is seeking a User Support Technician II (S) in Morganton, NC. This role provides first and second level helpdesk support, handling incidents by phone and remote sessions, triage, and documentation in a complex healthcare IT environment.

You will assist in hardware deployment, software installation and user support, escalating issues when beyond scope, and acting as a subject matter expert in one or more areas.

Qualifications

• Associate degree in computer science or IT-related field and one year of IT experience.
• High school diploma/GED with three years of IT experience.
• Equivalent combination of education and experience.

Responsibilities

• Provide first/second level technical support by phone or remote sessions.
• Triage and document incidents and requests; escalate as needed.
• Assist in hardware deployment and software installation in healthcare IT environment.
• Act as subject matter expert in one or more areas.

Skills

IT asset management

Imprivata

Citrix

VMware Workspace

ServiceNow

Ivanti

Windows OS

Active Directory

Networking basics

Education

Associate degree in computer science or IT-related field

GED or high school diploma with 3 years of IT experience

A+ or similar certification

Tools

Imprivata

Citrix

VMware Workspace

ServiceNow

Ivanti

Job description

Agency Dept of Health and Human Services Division SEC OFFICE - INFO TECH Job Classification Title User Support Technician II (S) Position Number 65019638 Grade DT05

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

This is first/second level support and problems that cannot be resolved at this level are escalated to the appropriate level. May specialize on specific system and application issues. Responsible for providing high level support to clients over the phone or through remote sessions. Responsibilities include advanced assessment, triage, documentation, and resolution of basic incidents and requests. Issues outside of the scope of responsibility will be escalated as needed to appropriate staff. Position assists in hardware deployment, software installation, and user support in a complex healthcare IT environment. Provides support and first contact resolution as a subject matter expert in one or more areas.

Knowledge Skills and Abilities / Management Preferences

Salary Grade Range: $61,031.00 - $91,546.00 Recruitment Range: $61,031.00 - $76,288.50

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 with IT Asset Management
• Knowledge of Imprivata, Citrix, or VMware Workspace, ServiceNow, or Ivanti environments
• Strong knowledge of Windows OS, Active Directory, printing, and networking basics
• Management Preference A+ or similar technical certification

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

About the NC DHHS Information Technology Division:

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.

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.

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 the 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: 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. 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 and directly related experience, OR a combination of both.

• Associate degree in computer science or an IT related field from an appropriately accredited institution and one year of experience in the information technology field related to the position's role.
• High school or General Educational Development (GED) diploma and three years of experience in the field of technology related to the position's role.
• An equivalent combination of education and experience.

Veterans’ and National Guard Preference

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.

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.