User Support Analyst

Description of Work

This Position Is Funded In Part Through Federal Funds

The User Support Analyst provides on-site and remote hardware and software support for DHHS users across various systems and applications. This position ensures alignment with DHHS IT standards for desktop computing environments, including setup, troubleshooting, and technical documentation. It also supports infrastructure maintenance in coordination with central networking and server teams.

This role involves day-to-day support for end users, helping maintain consistent IT operations across sites. It contributes to broader organizational goals by supporting the functionality, security, and accessibility of technical resources critical to DHHS service delivery.

• Install, configure, and support computer hardware and software based on DHHS IT standards

• Provide help desk coverage and user support for software, printers, and desktop systems

• Maintain and update inventory of computer equipment and related assets

• Identify hardware or software upgrade needs and report to management

• Support Microsoft Windows-based servers and NAS devices in coordination with server team

• Assist network team with local network components including routers, switches, and cabling

• Manage service tickets using the incident tracking system with timely updates and resolutions

• Support account setup, troubleshooting, and management for NCID and NCMAIL systems

• Maintain compliance with federal/state data security standards during IT operations

• Develop and maintain technical documentation and internal user training materials

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.

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 six sections: Implementation and Operations, Strategy and Workforce, Enterprise Technology, Vendor and Finance, Data and Analytics, and Cyber and Privacy. Team 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.

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.
For more information about DHHS: https://www.ncdhhs.gov/

Knowledge, Skills and Abilities / Competencies

Candidates now meet the minimum qualifications of a position if they have the minimum education and experience listed on the vacancy announcement.
The Knowledge, Skills and Abilities (KSAs)/ Management Preferences are not required. Applicants that possess the following skills are preferred:

• 
  Experience with desktop computing support including installation, maintenance, and troubleshooting of hardware and software

• Demonstrated experience supporting IT account systems such as NCID and NCMAIL, including setup, resets, and deactivation

• Applied experience working within IT incident management systems such as ServiceNow or similar platforms

• Experience supporting local infrastructure in coordination with server and network teams, like routers, switches, and NAS devices

Minimum Education and Experience Requirements

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 https://oshr.nc.gov/experience-guide for details.

Qualified applicants must possess, and application must clearly reflect work experience that demonstrates the following:

Supplemental and Contact Information

The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer who 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 5:00 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 the 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.

Veteran’s 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 member 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.

NEOGOV Technical Assistance

For technical issues with your application, please call the NeoGov Help Line at 877-204-4442. If you have a technical issue with your Government Jobs account, please call their Help Line at 1-855-524-5627.

CONTACT INFORMATION:

If there are any questions about this posting, please contact Talent Acquisition at talentacquisition@dhhs.nc.gov.

NOTE: For temporary, contract or other supplemental staffing appointments: There are no paid leave, retirement or other benefits associated with these appointment types.