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.

Department of Health and Human Services (DHHS)

SEC OFFICE - INFO TECH - NC FAST

User Support Technician I (NS)

DT04

Provides first‑line NCFAST Application and IT support to troubleshoot basic and routine issues for all 100 county offices related to NCFAST Economic Benefits. Responsibilities include gathering user information, referencing manuals or documentation to resolve situations, and escalating more technical issues to senior technical staff. Exceptional customer service and communication skills are required in a customer‑facing environment.

• Knowledge of computers and related information technology devices.
• Experience providing technical support over the phone and documenting details in an IT Service Management application.
• Ability to communicate effectively with clients who may struggle to articulate problem situations.
• Ability to work under considerable time constraints and manage multiple demands.
• Ability to establish and maintain effective working relationships.
• Proficient typing, grammar, and spelling skills.
• Capability to resolve routine problems using existing documentation, training, and resources.
• Demonstrates ownership of problems and initiative.
• Establish proactive relationships with customers, including providing education when 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 with quality and compliance focus.
• Experience using knowledge‑based incident/service request response software.
• Ability to organize and follow complex and detailed technical procedures.

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

Salary Grade Range: $56,772.00 – $85,159.00
Recruitment Range: $54,657.00 – $81,986.00

The State of North Carolina offers comprehensive benefits including health insurance options, standard and supplemental retirement plans, the NCFlex program, paid vacation, sick leave, community service leave, and paid parental leave for eligible employees. Additional benefits are available on the State Benefits website.

The State of North Carolina is an Equal Employment Opportunity Employer dedicated to a work environment free from unlawful discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities, pregnancy-related limitations, and religious beliefs, observances, and practices.

For questions about this posting, contact Talent Acquisition at talent acquisition.gov.