User Support Analyst

The User Support Analyst position provides first-tier desktop support and system maintenance for approximately 250 users and devices at the Walter B. Jones Center a state-operated healthcare facility. This role is responsible for troubleshooting technical issues managing user accounts and access and maintaining endpoint systems and infrastructure in a clinical treatment environment.

This position supports disaster recovery coordination hardware/software implementation and system documentation. It contributes to business continuity and IT service delivery aligned with state and federal compliance standards for patient privacy and data security.

• Install configure and maintain desktop and mobile systems printers and peripheral devices

• Serve as first-line technical support for hardware software and user access issues

• Evaluate and resolve technical issues using established procedures; escalate as needed

• Manage user account provisioning rights audits and access termination

• Maintain and image computer systems; monitor system logs and update baselines

• Coordinate and document business continuity and disaster recovery plans

• Track IT inventory and submit procurement requests via eProcurement

• Create and update technical documentation and support manuals

• Implement technical solutions based on research and system evaluations

• Provide technical project support and serve as a backup across IT functional areas

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.

The Division of State Operated Healthcare Facilities oversees 14 facilities across North Carolina providing services for people with mental illness developmental disabilities and substance use disorders. The Walter B. Jones Center located in Pitt County offers inpatient psychiatric treatment and medical detoxification services. It is certified as an Inpatient Opioid Treatment Center and operates under Joint Commission accreditation and federal/state licensing.

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: #LI

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:

• Documented experience with desktop support and hardware diagnostics; tasks such as system troubleshooting driver installation and peripheral maintenance

• Proven experience administering Microsoft Windows operating systems and NTFS permissionspreferably in healthcare academic or enterprise environments

• Experience with endpoint management antivirus/malware platforms and system imaging solutions such as SCCM or similar tools

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:

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

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