User Support Specialist

About the role

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 technical support for desktop computing environments across the North Carolina Department of Health and Human Services (DHHS). This role supports end users both remotely and on-site, ensuring timely, accurate, and professional resolution of technical issues. The specialist also contributes to technology implementations, system enhancements, and documentation efforts that strengthen DHHS IT operations. In addition to core technical responsibilities, this position serves as a Cross Departmental/Divisional Support Specialist, assisting multiple DHHS divisions by coordinating technology needs, facilitating communication, and ensuring consistent application of IT standards across the organization. Knowledge Skills and Abilities/Management Preferences Salary Grade Range $70,528 - $105,793 **Position is eligible for a hybrid-teleworking schedule to include weekly onsite work hours** 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 experience creating and maintaining enterprise level "gold images" Proven ability to develop automation scripts for security and support operations Experience authoring and managing enterprise Group Policies (GPOs) Cross-departmental IT coordination experience supporting multiple divisions Experience delivering enterprise patch deployment, monitoring, and remediation Physical Requirements: Light work: Exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Posting closes at 11:59 p.m. the night before the closing date Position is funded in part through federal funds 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. 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 are 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. Compensation & 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 website for State Benefits Supplemental and 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 indiv

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Additional Information

Agency Dept of Health and Human Services Division SEC OFFICE - INFO TECH Job Classification Title User Support Specialist (NS) Position Number 60038236 Grade DT07

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