User Support Analyst

This Position Is Funded In Part Through Federal Funds The User Support Analyst provides technical support and consulting for desktop computing hardware and software within the Department of Health and Human Services (DHHS). This role involves both routine and advanced support of computing platforms, applications, and networking tools using designated tools such as LANDesk/Ivanti. The position requires timely, professional service delivery to ensure effective operation of DHHS desktop infrastructure.

This position supports broader IT Infrastructure operations by contributing to system integration, hardware implementation, and documentation efforts. It also assists with desktop application training, software updates, and systems documentation in support of agency-wide technology service delivery.

Key Duties Include

• Install, maintain, and support desktop hardware, software, and peripherals
• Utilize LANDesk/Ivanti and other approved tools for system updates and imaging
• Provide technical assistance to resolve hardware, application, and network issues
• Participate in system integration and network troubleshooting activities
• Train staff on desktop applications and document associated procedures
• Monitor, apply, and integrate software updates from manufacturers
• Consult with DHHS staff to implement cost-effective IT solutions per specifications
• Design and document hardware/software configurations for system compatibility
• Respond to user inquiries and escalate complex technical issues as needed
• Support the Desktop Services Manager with ad hoc technical tasks and projects

About the NC Department of Health and Human Services (DHHS): 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.

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 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.

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 website for benefits: https://oshr.nc.gov/state-employee-resources/benefits

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

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:

• Documented experience providing desktop hardware/software technical support using LANDesk, Ivanti, or similar tools
• Demonstrated experience troubleshooting Windows operating systems and common business applications in a hybrid environment
• Experience integrating and updating enterprise software packages across a computing platform using vendor-recommended practices

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: 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 positions 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 positions 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

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.Resumes will not be accepted in lieu of completing this application.