User Support Specialist

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 ensuring compatibility with existing systems and compliance with DHHS IT specifications.
- Develop scripts to address security and support needs and recommend cost‑effective solutions aligned with DHHS IT standards.
- Create, maintain, and deploy “gold images” used for operating system installations and updates.
- Track operating system development cycles and implement updates to ensure all supported devices remain on approved, supported versions.
- Provide senior‑level support for PC imaging tools for ITD‑supported divisions and assist additional divisions using the same tools.
- Coordinate technical requirements across divisional leadership, end users, and IT teams to support consistent service delivery.
- Partner with the Privacy and Security Office to implement rapid mitigation strategies in response to security threats.
- Develop and support onboarding workflows, device provisioning processes, systems access coordination, and troubleshooting for division‑specific needs.
- Monitor and resolve cross‑division incidents, identify operational trends, and recommend process improvements.
- Document technical processes and facilitate communication across divisions to reduce duplication and enhance collaboration.
- Deliver patch deployment, monitoring, and remediation activities across supported divisions.
- Collaborate with DHHS IT teams to design and implement computing solutions that address both general and specialized business needs.
Knowledge Skills and Abilities/Management Preferences
Salary Grade Range: $70,528.00 - $105,793.00
Recruitment Range: $70,528.00 - $70,528.00
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:
Demonstrated expert‑level proficiency administering Windows environments, including troubleshooting operating systems, applications, Group Policy, and network connectivity issues in enterprise settings.
Proven experience managing Active Directory structures by performing user provisioning, maintaining organizational units, creating Group Policies, and configuring password and domain trust settings.
Demonstrated success deploying applications and operating system upgrades by creating and distributing packages and scripts through tools such as LanDesk or SCCM.
Documented record of using remote support platforms, including LanDesk and Bomgar, to diagnose and resolve complex technical issues for end users.
Demonstrated effectiveness coordinating desktop support functions across multiple divisions by documenting processes, identifying recurring issues, and recommending system improvements.
The Posting Will Close At 11:59 P.M. The Night Before The End Date
This Position Is Funded In Part Through Federal Funds
Physical Requirements:
Carry, maintain, and use State-approved mobile communication devices.
Lift, move and carry objects weighing up to 50 Lbs.
About the NC Division of Public Health (DPH):
The NC Division of Public Health works to promote and contribute to the highest possible level of health for the people of North Carolina. Our entire statewide system of public health has dedicated professionals who carry out our mission every day through a wide range of essential and activities touching the lives of everyone in our state.
About the NC Division of Information Technology:
DHHS Information Technology (IT) Division provides enterprise information technology leadership and solutions to the department and their partners so that they can leverage technology, resulting ultimately in delivery of consistent, cost effective, reliable, accessible, and secure services. DHHS IT Division works with business divisions to help ensure the availability and integrity of automated information systems to meet their business goals. DHHS IT Division’s primary information technology services are Application Management, Project Management, Privacy and Security, Financial Management, Health Information Technology, Infrastructure and Service Management.
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.