User Support Technician
User Support Technician
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$ 54657 - 81986
1 Vacancy
Job Description
Description of Work
This Position Is Funded In Part Through Federal Funds
The User Support Technician provides first-line technical support for NC FAST applications used across all 100 county offices in North Carolina. This position is responsible for responding to and resolving basic software application issues guiding users through system processes and escalating more technical concerns to appropriate teams. The role emphasizes clear communication incident documentation and the ability to triage routine IT problems based on standard procedures.
This role supports the Economic Benefits Helpdesk within the Office of NC FAST by maintaining reliable access to critical public assistance systems. By ensuring prompt and accurate resolution of end-user issues the position contributes to the consistent operation of services that directly impact the delivery of economic benefits to North Carolina residents.
Key Duties Include:Respond to and resolve user questions regarding NC FAST applications via phone and email
Document track and escalate incidents using the States IT service management platform
Differentiate between application issues and processing errors; guide users accordingly
Maintain and update user-facing documentation and system guidance materials
Assist with analysis of reported issues and collaborate with application support staff
Participate in planning testing and rollout of system enhancements or changes
Monitor application performance and report irregularities to technical teams
Provide support related to NC FAST system access and data entry procedures
Collaborate with internal teams to enhance Help Desk operations and user experience
Communicate regularly with Help Desk supervisors and escalate emerging issues
About the NC Department of Health and Human Services (DHHS):The North Carolina Department of Health and Human Services (DHHS) is one of the largest most complex agencies in the state and has approximately 17000 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.
About the NC DHHS Information Technology Division:In collaboration with our partners the North Carolina Department of Health and Human Services (DHHS) protects the health and safety of all North Carolinians and provides essential health and human services. The IT division (ITD) is one of the divisions that report to the Operational Excellence portfolio. The ITD division comprises six sections: Implementation and Operations Strategy and Workforce Enterprise Technology Vendor and Finance Data and Analytics and Cyber and Privacy. Team ITD offers the following services but not limited to implementations operations project/portfolio management infrastructure consulting business division liaison digital transformation IT strategy enterprise technology IT contract and vendor management and data office services.
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 addition paid parental leave is available to eligible employees. Visit website for benefits: more information about DHHS: Skills and Abilities / Competencies
Candidates now meet the minimum qualifications of a position if they have the minimum education and experience listed on the vacancy announcement.
The Knowledge Skills and Abilities (KSAs)/ Management Preferences are not required. Applicants that possess the following skills are preferred:Demonstrated experience troubleshooting and resolving routine issues using standard documentation and problem-solving techniques
Experience supporting browser-based applications or similar user-facing IT systems
Proven experiencewith incident escalation protocols and collaboration with second-level support teams
Experience using ServiceNow or similar incident tracking platforms in a helpdesk environment
Management would prefer knowledge of Medicaid or social services programs preferably within the NC FAST application or a similar eligibility determination platform
Minimum Education and Experience Requirements
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 details.
Qualified applicants must possess and application must clearly reflect work experience that demonstrates the following:
Associates 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 positions role. Coursework in computer or information technology may be substituted year-for-year for the required experience.
OR
An equivalent combination of education and experienceSupplemental and Contact Information
The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer who 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: 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 Governors 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 must be submitted by 5:00 PM on 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 the 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
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 Veterans Preference must attach aDD-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 member 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 indicated below.
NEOGOV Technical Assistance
For technical issues with your application please call the NeoGov Help Line at . If you have a technical issue with your Government Jobs account please call their Help Line at 1-.
CONTACT INFORMATION:
If there are any questions about this posting please contact Talent Acquisition at .
Required Experience:
IC
Employment Type
Full-Time
