User Support Technician I

Agency

Dept of Health and Human Services

Division

SEC OFFICE - INFO TECH

Job Classification Title

User Support Technician I (S)

Position Number

60054329

Grade

DT04

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.

Description of Work

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 User Support Manager II. This role will be responsible for the following:

This position serves the Division of Employment and Independence for People with Disabilities (EIPD) providing Desktop and Infrastructure support to its locations across the state.

Knowledge Skills and Abilities/Management Preferences

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

Recruitment Range $56,772 - $58,217

**Position is eligible for a hybrid-teleworking schedule to include weekly onsite work hours**

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:

• Ability to provide desktop computing hardware and software installation, technical support and consulting. Includes technical knowledge of microcomputers, local/networked printers, Microsoft Desktop and Server operating systems, MS Office and MS Exchange, and Active Directory. Basic knowledge of networking, routers and switches is preferred.

• Demonstrated ability to analyze problems, create solutions and communicate same effectively. Ability to organize and follow complex and/or detailed technical procedures.

• Ability to document solutions that solve client problems and clearly present these solutions. Ability to integrate knowledge and skills from a range of technologies to address work assignments. Ability to implement appropriate technologies.

• Ability to independently resolve routine and non-routine problems and identify trends. Success in solving problems and performing diagnostics on software and/or hardware. Ability to communicate and interact with hardware and software vendors as appropriate to solve problems.

• Proven ability to assess client need, provide consultation, and seek consultation from higher-level specialists, other analysts and vendors to resolve technical problems and ensure customer satisfaction. Ability to mentor or train peers and others

Physical Requirements:

• Medium Work. Walking, Crawling, Crouching, lifting items up to 40lbs

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

Position is funded in part through federal funds

About DHHS Office of the Controller: 
The Office of the Controller sets and interprets all accounting and financial reporting policies and procedures for the Department as authorized by the rules and regulations of the Office of the State Controller and state statutes and executes all accounting transactions for DHHS.

Compensation & 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 website for State Benefits

Supplemental and 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 federal laws, state laws, and Executive Orders.  We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job.  For more information about DHHS: https://www.ncdhhs.gov/.

DHHS uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals.  Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.

In accordance with the Governor’s Executive Order 303, our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved.  We invite all potential applicants to apply for positions for which they may be qualified.

               

Application Process
Be sure to complete the application in its entirety.  Resumes will not be accepted in lieu of completing this application. 

• Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information.

• Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions, you must provide supporting information within the "Work Experience" section of the application to support your answers.

• If multiple applications are submitted to an individual posting, only the most recent application received prior to the closing date will be accepted. Applications must be submitted by 11:59 PM the night BEFORE the closing date.

• Applicants may be subject to a criminal background check. All candidates selected for positions considered "Positions of Trust" will be subject to a criminal background check.

• Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account.  Upon the closing date, applications are "Under Review" and will be screened by Human Resources for qualified applicants. The hiring process may take several weeks.

• Degrees must be received from appropriately accredited institutions.  Transcripts and degree evaluations may be uploaded with your application. The State of North Carolina/Office of State Human Resources uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants who need to have their credentials certified as equivalent.

• For a list of organizations that perform this specialized service, please visit the NACES membership website at https://www.naces.org/members. 

Degree/College Credit Verification

Degrees must be received from appropriately accredited institutions.  Transcripts, degree evaluations and cover letters may be uploaded with your application.

Veterans’ and National Guard Preference

• Applicants seeking Veteran's Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications.

• Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application, if they are a current member of the NC National Guard in good standing. 

• Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application.

ADA Accommodations

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment, DHHS will ensure that people with disabilities, or known limitations covered by the PWFA, are provided with reasonable accommodation.  If reasonable accommodation is needed to participate in the job application or interview process, please contact the person Substance Abuse Professional Practice Board, etc.) indicated below.

CONTACT INFORMATION: 

If there are any questions about this posting, please contact Talent Acquisition at [email protected]. Resumes will not be accepted in lieu of completing this application.

Minimum Education and Experience

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.

• Associate degree in computer science or an IT related field from an appropriately accredited institution; or

• High school or General Educational Development (GED) diploma and two years of experience in the field of technology related to the position's role.

• Coursework in computer or information technology may be substituted year-for-year for the required experience; or an equivalent combination of education and experience.

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

Recruiter:

Dejah Victoria Seksay

Email:

[email protected]