User Support Analyst

** Agency
* * Dept of Health and Human Services
** Division
* * SEC OFFICE - INFO TECH
** Job Classification Title
** User Support Analyst (S)
** Position Number
**** Grade
* * DT06

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.
** Description of Work
** We are looking for a professional User Support Analyst with demonstrated experience in providing comprehensive and innovative planning, analytical and technical assistance to users in the preparation of programs and applications to support research, instructional and administrative activities within universities and state agencies. May troubleshoot desktop, laptop mobile devices, or software applications, perform upgrades and reimaging, set up new workstations and relocate existing ones.

When on-call, respond to occasional after-hours calls from employees regarding technical issues. May require travel to state offices for workstation setup and/or moves. May design computer training manuals by identifying and describing information needs; using desktop publishing; submitting initial versions for review; revising and editing final copy. May conduct training classes by presenting job-specific, agency-specific, and generic software applications.
Working knowledge is demonstrated by understanding and use of the principles, theories and practices pertinent to area of responsibility. Demonstrates a range of technical understanding to independently resolve routine and non-routine issues on software and/or hardware and to identify trends and make suggestions for technical modifications to solve future problems. Working knowledge and skills from a range of technologies to address work assignments Ability to mentor or train peers and others.

Ability to consult with clients and other IT professionals to resolve technical problems and ensure client satisfaction Ability to document solutions that solve client problems and clearly presents these solutions. Ability to work independently on tasks, develops own work, schedules and monitors progress against defined parameters. Ability to manage technical projects involving own work and may lead implementation efforts to completion with minimal supervision.

Demonstrates a customer orientation and effectively communicates verbally and in writing. Demonstrates initiative in solving problems associated with projects and daily work.
** Knowledge

Skills and Abilities

/Management Preferences**##
** Salary Grade Range: $63,163.00 - $94,745.00
*** Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement.
** The Knowledge, Skills, and Abilities (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred:
** Documented progressive experience in desktop or EHR technical support
* Strong knowledge of Windows OS, Active Directory, printing, and networking basics
* Experience with Imprivata, Citrix, VMware Workspace One, and Ivanti
* A+ or similar industry-recognized certification##
** 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 the website for##
** About the O'Berry Neuro-Medical Treatment Center:**.
** Supplemental Contact Information
** 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…