User Support Technician

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.

Department of Health and Human Services

SEC OFFICE - INFO TECH

User Support Technician I (S)

DT04

In partnership with stakeholders, the Information Technology Division (ITD) of the North Carolina Department of Health and Human Services (NCDHHS) provides excellence in information technology delivery to enable NCDHHS’ mission and goals. Our team ensures that NCDHHS has consistent, cost‑effective, reliable, accessible, and secure technology services.

This User Support Technician I position is a member of the EIPD Desktop team. This position reports to the User Support Manager II, and works directly with the Division of Employment and Independence for People with Disabilities (EIPD) to provide Desktop and Infrastructure support across the state.

• Provide desktop computing hardware and software installation, technical support, and consulting, including local/networked printers, Microsoft Desktop and Server operating systems, MS Office, MS Exchange, and Active Directory.
• Analyze problems, create solutions, and communicate them effectively, following complex technical procedures.
• Document solutions and present them clearly, integrating knowledge from a range of technologies.
• Resolve routine and non‑routine problems, identify trends, and perform diagnostics on software and/or hardware.
• Collaborate with vendors and higher‑level specialists to solve technical problems and ensure customer satisfaction.
• Mentor or train peers and others as needed.

Knowledge,

Skills and Abilities

(KSAs) and Management Preferences are preferred but not required. Candidates should possess:

• Basic knowledge of networking, routers, and switches, and experience with desktop operating systems and Microsoft products.
• Strong analytical and problem‑solving skills.
• Good documentation and communication abilities.
• Ability to work independently and with team members.
• Experience in customer service and vendor interaction.

Minimum education:

Associate degree in computer science or an IT related field, or high school diploma/GED with two years of relevant experience.

• Medium work: walking, crawling, crouching, lifting items up to 40 lbs.

Salary Grade Range: $56,772 - $85,159.

Recruitment Range: $56,772 - $58,217.

Hybrid‑teleworking schedule available with weekly onsite work hours.

Benefits include health insurance options, retirement plans, NCFlex program, paid vacation, sick and community service leave, and paid parental leave.

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation.

Posting closes at 11:59 p.m. the night before the closing date.