What are the responsibilities and job description for the User Support Analyst position at NC Department of Health and Human Services?
Agency
Dept of Health and Human Services
Division
SEC OFFICE - INFO TECH
Job Classification Title
User Support Analyst (S)
Position Number
60038240
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 provides comprehensive desktop computing support to DHHS staff by installing, maintaining, and troubleshooting hardware, software, and network systems. This position ensures timely and professional resolution of technical issues using tools such as LANDesk/Ivanti and adheres to DHHS IT standards. The role involves consulting on cost-effective technology solutions, participating in system integration efforts, and delivering user training and documentation. Operating within the DHHS IT Desktop Services team, the analyst supports a large and diverse customer base across the department. The position requires strong technical knowledge, effective communication, and a commitment to service excellence.
Key Duties Include
Salary Grade Range: $63,163.00 - $94,745.00
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
This Position Is Funded In Part Through Federal Funds.
Physical Requirements
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.
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.
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
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
Dejah Seksay
Email
talentacquisition@dhhs.nc.gov
DEJAH.SEKSAY@DHHS.NC.GOV
Dept of Health and Human Services
Division
SEC OFFICE - INFO TECH
Job Classification Title
User Support Analyst (S)
Position Number
60038240
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 provides comprehensive desktop computing support to DHHS staff by installing, maintaining, and troubleshooting hardware, software, and network systems. This position ensures timely and professional resolution of technical issues using tools such as LANDesk/Ivanti and adheres to DHHS IT standards. The role involves consulting on cost-effective technology solutions, participating in system integration efforts, and delivering user training and documentation. Operating within the DHHS IT Desktop Services team, the analyst supports a large and diverse customer base across the department. The position requires strong technical knowledge, effective communication, and a commitment to service excellence.
Key Duties Include
- Provide technical support for desktop hardware, software, operating systems, and networking equipment using LANDesk/Ivanti and other DHHS-approved tools.
- Install, configure, and maintain computing platforms, ensuring compatibility and compliance with DHHS specifications.
- Apply software updates and patches promptly, integrating changes with existing systems to maintain operational integrity.
- Research and resolve complex technical issues using product knowledge and reference materials.
- Consult with customers and stakeholders to recommend cost-effective hardware and software solutions aligned with DHHS standards.
- Participate in system integration and network analysis activities to support infrastructure improvements.
- Deliver one-on-one and group training sessions on supported desktop applications and technologies.
- Create and maintain accurate documentation for systems, procedures, and user guides using appropriate publishing tools.
- Report IT policy violations and security risks to DHHS IT management in a timely manner.
- Support the Desktop Services Manager with scheduled and ad hoc tasks and projects that enhance unit operations and customer service.
Salary Grade Range: $63,163.00 - $94,745.00
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
- Documented experience using LANDesk/Ivanti or comparable endpoint management tools to deploy software, manage IT assets, and resolve technical issues in a large-scale enterprise environment.
- Proven experience installing, configuring, and maintaining desktop hardware and software in accordance with organizational standards, with expert-level proficiency in Windows operating systems.
- Demonstrated experience delivering end-user training and support for desktop applications, including the development of user guides and facilitation of both individual and group instruction sessions.
- Hands-on experience conducting system integration and network analysis tasks as part of a collaborative IT support team, with intermediate-level skill in diagnosing connectivity and compatibility issues.
- Experience producing accurate and timely technical documentation for procedures, configurations, and support resolutions using both online and print publishing tools.
This Position Is Funded In Part Through Federal Funds.
Physical Requirements
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.
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.
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.
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
Dejah Seksay
talentacquisition@dhhs.nc.gov
DEJAH.SEKSAY@DHHS.NC.GOV
Salary : $63,163 - $94,745