User Support Technician II

State of North Carolina; North Carolina; On-site; USD 61,000 - 92,000; Full time

Job summary

The North Carolina Department of Health and Human Services (DHHS) seeks a User Support Technician II to provide first/second level IT support in a healthcare IT environment. You will assist with hardware deployment, software installation, and user support, resolving incidents and coordinating with higher-level teams as needed.

This role emphasizes strong client communication via phone or remote sessions, and requires knowledge of IT assets, OS, AD, and networking; a certification such as A+ is

Qualifications

• Experience with IT Asset Management.
• Knowledge of Imprivata, Citrix, VMware Workspace, ServiceNow, or Ivanti environments.
• Strong knowledge of Windows OS, Active Directory, printing, and networking basics.

Responsibilities

• Provide high-level support to clients over the phone or through remote sessions.
• Perform advanced assessment, triage, documentation, and resolution of basic incidents and requests.
• Assist in hardware deployment, software installation, and user support in a complex healthcare IT environment.
• Escalate issues outside the scope of responsibility to appropriate staff.

Skills

IT Asset Management

Imprivata

Citrix

VMware Workspace

ServiceNow

Ivanti

Windows OS

Active Directory

Printing

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

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 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.

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 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.

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.

Degree/College Credit Verification

Degrees must be received from appropriately accredited institutions. Transcripts, degree evaluations, and cover letters may be uploaded with your application.

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 INFORMATION:

If there are any questions about this posting, please contact Talent Acquisition. 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.

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

OR

High school or General Educational Development (GED) diploma and three years of experience in the field of technology 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.