User Support Technician II

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 - $91,546.00Recruitment 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.
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.
Application Process
Be sure to complete the application in its entirety. Resumes will not be accepted in lieu of completing this application.
Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information.
Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions, you must provide supporting information within the "Work Experience" section of the application to support your answers.
If multiple applications are submitted to an individual posting, only the most recent application received prior to the closing date will be accepted. Applications must be submitted by 11:59 PM on the closing date.
Applicants may be subject to a criminal background check. All candidates selected for positions considered "Positions of Trust" will be subject to a criminal background check.
Due to the volume of appl