User Support Specialist
About The Position
The User Support Specialist provides Tier 2 and Tier 3 technical support for desktop computing environments across the North Carolina Department of Health and Human Services (DHHS). The role supports end users remotely and on-site, resolving technical issues in a timely, accurate, and professional manner. The specialist also contributes to technology implementations, system enhancements, and documentation efforts that strengthen DHHS IT operations. As a Cross Departmental/Divisional Support Specialist, the position assists multiple DHHS divisions by coordinating technology needs, facilitating communication, and ensuring consistent application of IT standards. The specialist evaluates, designs, and maintains sophisticated technical equipment and systems; provides support for hardware, applications, operating systems, and networks; and works independently during field deployments. The position serves as a technical expert in applications, operating systems, hardware, or networking, and may participate in applications development and system integration. It requires in-depth knowledge of a wide variety of technologies to support clients and provide technical guidance to lower-level support employees.
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; OR an associate degree in computer science or an IT-related field and three years of related IT experience; OR a high school or GED diploma and five years of related IT experience; OR an equivalent combination of education and experience.
- In-depth understanding of a wide variety of technologies to support clients and provide technical guidance to lower-level support employees.
Nice To Haves
- Experience using Tanium and LANDesk to manage systems, deploy applications and scripts, alter settings, and apply updates and upgrades to enterprise systems to ensure security compliance.
- Experience authoring, maintaining, and troubleshooting group policy.
Responsibilities
- Provide Tier 2 and Tier 3 technical support for desktop computing environments across DHHS.
- Support end users remotely and on-site, resolving technical issues in a timely, accurate, and professional manner.
- Contribute to technology implementations, system enhancements, and documentation efforts.
- Coordinate technology needs across multiple DHHS divisions, facilitate communication, and promote consistent application of IT standards.
- Evaluate, design, and maintain sophisticated technical equipment and systems.
- Provide technical support for hardware, applications, operating systems, and networks.
- Operate independently during field deployments.
- Serve as a technical expert in applications, operating systems, hardware, or networking.
- Participate in applications development and system integration as needed.
- Provide technical guidance to lower-level support employees.
Benefits
- Health insurance options
- Standard and supplemental retirement plans
- NCFlex program with pre-tax benefits
- Paid vacation leave
- Paid sick leave
- Community service leave
- Paid parental leave for eligible employees
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
