About

Agency Dept of Health and Human Services Division SEC OFFICE - INFO TECH Job Classification Title User Support Analyst (S) Position Number 60038261 Grade DT06 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 Analyst position provides technical support, installation, and maintenance of desktop computing hardware, software, and networked systems for DHHS IT staff and customers. The role includes troubleshooting routine and complex issues, performing system upgrades, and ensuring compatibility across platforms using tools such as LANDesk and other DHHS-approved technologies. This position supports system integration efforts, consults on cost-effective IT solutions, and delivers user training to enhance system utilization. Work is performed independently and requires timely, accurate, and professional service delivery in alignment with DHHS IT standards. The position also contributes to documentation, policy compliance, and operational support for the Managed Desktop Services team. Key Duties Include: - Install, configure, and maintain desktop hardware, software, and peripheral devices in accordance with DHHS IT standards. - Troubleshoot and resolve technical issues related to operating systems, applications, and network connectivity using LANDesk and other designated tools. - Perform timely software updates, security patches, and system upgrades to ensure compatibility and performance across platforms. - Provide technical consulting to DHHS customers on hardware and software implementations that align with agency specifications. - Participate in system integration and network analysis activities to support infrastructure improvements and service delivery. - Deliver one-on-one and group training sessions to end users on supported desktop applications and systems. - Prepare and maintain accurate documentation of systems, procedures, and support activities using appropriate publishing methods. - Respond to IT management inquiries and report policy violations or security risks as identified during support activities. - Support the Managed Desktop Services Manager by completing scheduled and ad hoc tasks that contribute to unit efficiency. - Conduct research and reference consultation to resolve complex technical issues and enhance support capabilities. Knowledge Skills and Abilities/Management Preferences Salary Grade Range: $63,163.00 - $94,745.00 Recruitment Range: $63,163.00 - $67,277.00 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 experience using LANDesk or similar endpoint management tools to deploy software, manage assets, and troubleshoot hardware and software issues across a distributed enterprise environment. Proven experience installing, configuring, and maintaining desktop operating systems and applications, including applying updates and patches to ensure system compatibility and security. Intermediate proficiency in diagnosing and resolving network connectivity issues involving desktop hardware, printers, and peripheral devices in a Windows-based environment. Documented experience delivering one-on-one and group training sessions on desktop applications, including preparation of user guides and instructional materials. Demonstrated success maintaining accurate technical documentation and support records using both online and printed publishing methods to support IT service continuity. 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: Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. 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 Desktop Services: Provides consultation, analysis and support for DHHS computing infrastructure. Serves as the DHHS interface to DIT on DHHS-wide computing infrastructure issues. Responsible for coordinating and facilitating multi-divisional or departmental IT infrastructure initiatives. 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 applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account.  Upon the closing date, applications are "Under Review" and will be screened by Human Resources for qualified applicants. The hiring process may take several weeks. Degrees must be received from appropriately accredited institutions.  Transcripts and degree evaluations may be uploaded with your application. The State of North Carolina/Office of State Human Resources uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants who need to have their credentials certified as equivalent. For a list of organizations that perform this specialized service, please visit the NACES membership website at https://www.naces.org/members. 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 a DD-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 at talentacquisition@dhhs.nc.gov. 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. Bachelor’s degree in computer science or an IT related field from an appropriately accredited institution plus one year of experience in the information technology field related to the position’s role OR Associate degree in computer science or an IT related field from an appropriately accredited institution and two years of experience in the information technology field related to the position’s role OR High school or General Educational Development (GED) diploma and four 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. Recruiter: Yvette Jones Email: talentacquisition@dhhs.nc.gov YVETTE.JONES@DHHS.NC.GOV North Carolina State Government is one of the state’s largest employers, with over 76,000 employees all working toward a common goal: a safer and stronger North Carolina. We are a large organization comprised of various agencies, offices, and universities, each providing important public services. Eligible state employees are entitled to comprehensive benefits, including a variety of leave options, professional development opportunities, insurance, and more. To learn more about the benefits of being a North Carolina state employee, visit the N.C. Office of State Human Resources' website. Permanent, temporary, and time-limited state government jobs can be found from the mountains to the coast. Find your next opportunity today! State Application Resources/Frequently Asked Questions Valuing Education and Experience The State of North Carolina values the knowledge and experience of our jobseekers and current state employees. Approximately 91 percent of state job classifications allow experience to be substituted for education or do not require a post-secondary degree. Learn more about how you may qualify for a position through education or directly related experience, or a combination of both, with the Education and Experience Equivalency Guide. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. If you are already a state employee, please search for jobs by clicking here.