User Support Specialist

State of North Carolina•Wake County, NC

4d•Hybrid

About The Position

The User Support Specialist provides Tier 2 and Tier 3 desktop computing support for DHHS staff by troubleshooting and resolving hardware, software, and operating system issues across multiple platforms. It develops and maintains enterprise-wide technical resources, including group policies, operating system images, scripts, and deployment tools that support secure and efficient IT operations. This role installs new hardware and software, ensures compatibility with DHHS IT specifications, and partners with technical teams to address security concerns and system updates. It also serves as a central liaison across DHHS divisions to coordinate technical needs, streamline service delivery, and support cross‑division incident monitoring and resolution. The position supports both remote and in‑person service delivery within a statewide enterprise IT environment.

Requirements

Bachelor’s 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 position’s role; or Associate degree in computer science or an IT related field from an appropriately accredited institution and three years of experience in the information technology field related to the position’s role; or High School or General Educational Development (GED) diploma and five years of experience in the information technology field related to the position’s role; or an equivalent combination of education and experience.

Nice To Haves

Demonstrated expert‑level proficiency administering Windows environments, including troubleshooting operating systems, applications, Group Policy, and network connectivity issues in enterprise settings.
Proven experience managing Active Directory structures by performing user provisioning, maintaining organizational units, creating Group Policies, and configuring password and domain trust settings.
Demonstrated success deploying applications and operating system upgrades by creating and distributing packages and scripts through tools such as LanDesk or SCCM.
Documented record of using remote support platforms, including LanDesk and Bomgar, to diagnose and resolve complex technical issues for end users.
Demonstrated effectiveness coordinating desktop support functions across multiple divisions by documenting processes, identifying recurring issues, and recommending system improvements.

Responsibilities

Provide Tier 2 and Tier 3 desktop support through remote tools and in‑person assistance to resolve hardware, software, and configuration issues.
Perform accurate and timely maintenance of hardware and software across DHHS computing platforms.
Author and maintain EADS Group Policies affecting all ITD‑supported divisions and assist non‑ITD divisions upon request.
Install new hardware and software products while ensuring compatibility with existing systems and compliance with DHHS IT specifications.
Develop scripts to address security and support needs and recommend cost‑effective solutions aligned with DHHS IT standards.
Create, maintain, and deploy “gold images” used for operating system installations and updates.
Track operating system development cycles and implement updates to ensure all supported devices remain on approved, supported versions.
Provide senior‑level support for PC imaging tools for ITD‑supported divisions and assist additional divisions using the same tools.
Coordinate technical requirements across divisional leadership, end users, and IT teams to support consistent service delivery.
Partner with the Privacy and Security Office to implement rapid mitigation strategies in response to security threats.
Develop and support onboarding workflows, device provisioning processes, systems access coordination, and troubleshooting for division‑specific needs.
Monitor and resolve cross‑division incidents, identify operational trends, and recommend process improvements.
Document technical processes and facilitate communication across divisions to reduce duplication and enhance collaboration.
Deliver patch deployment, monitoring, and remediation activities across supported divisions.
Collaborate with DHHS IT teams to design and implement computing solutions that address both general and specialized business needs.