Tier 1 Phone Help Desk Rep

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.

Performs first line NCFAST Application and IT support to troubleshoot basic and routine issues. Supports all 100 county offices related to NCFAST Economic Benefits. Duties require excellent customer service and strong communication skills in a customer-facing environment. Duties involve gathering information on the user's situation, referring to manuals or documentation to resolve the situation, and escalating more technical situations to other technical professionals.

• Knowledge of computers and related information technology devices.
• Experience providing technical support over the phone and recording details into an IT Service Management application.
• Ability to communicate effectively with clients who may not be coherent in clarifying problem situations.
• Ability to work under considerable time constraints and other demands.
• Ability to establish and maintain effective working relationships.
• Proficient typing, grammar, and spelling skills are required.
• Capable of resolving routine problems based on existing documentation, training, and resources.
• Demonstrate a sense of ownership of problems.
• Establish proactive relationships with customers, including providing education to customers as appropriate.
• Basic understanding of ITIL V3 processes such as Incident Management, Problem Management, and Change Management.
• Ability to use problem-solving skills to resolve or refer issues; quality and compliance driven.
• Some experience using knowledge-based incident/service request response software.
• Ability to organize and follow complex and/or detailed technical procedures.

• Knowledge of social services and Medicaid programs and systems.
• Knowledge of NC FAST Application.
• Previous Helpdesk experience beneficial.

Salary Grade Range: $56,772.00 - $85,159.00

Recruitment Range: $54,657.00 - $81,986.00

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.

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.