User Support Technician II

Adult Correction; North Carolina; On-site; USD 61,000 - 92,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

NCFlex program for benefits

Paid vacation

Sick leave

Community service leave

Paid parental leave

Job summary

NC DHHS Information Technology Division is seeking a first/second level IT support specialist to provide high level client assistance via phone or remote sessions. You will triage, document, and resolve basic incidents while escalating complex issues to senior staff.

Responsibilities include hardware deployment, software installation, and user support in a complex healthcare IT environment. The role requires SME capabilities in one or more areas and a strong foundational knowledge of Windows,

Qualifications

• 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.

Responsibilities

• Provide high level IT support to clients via phone or remote sessions.
• Perform triage, documentation and resolution of basic incidents and requests.
• Escalate issues outside scope to appropriate staff as needed.
• Assist in hardware deployment, software installation, and user support in a healthcare IT environment.
• Serve as a subject matter expert in one or more areas and provide first contact resolution.

Skills

IT Asset Management

Imprivata

Citrix

VMware Workspace

ServiceNow

Ivanti

Windows OS

Active Directory

Networking basics

Education

A+ or similar technical certification

Tools

Imprivata

Citrix

VMware Workspace

ServiceNow

Ivanti

Job description

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

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 - $9 1,546.00

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

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.

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 .

• health insurance options
• standard and supplemental retirement plans
• NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis)
• paid vacation
• sick leave
• community service leave
• paid parental leave

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.