User Support Technician

The Information Technology User Support Technician plays an essential role in the North Carolina Department of Health and Human Services (DHHS), providing front-line technical assistance to state and county users across more than 30 mainframe and web-based applications. The position supports key systems and tools such as Time Sharing Option (TSO), Resource Access Control Facility (RACF), Web Online Verification (WEB OLV), and helps maintain security and user access for programs including Child Support Enforcement (CSE) and Medicaid. The technician handles daily technical inquiries, resolves routine hardware and software issues, assigns user credentials, and maintains detailed records through the department’s incident management system. The technician’s work is essential in ensuring smooth operations across local and state agencies, keeping system downtime to a minimum, and maintaining compliance with federal audit standards.

This role also provides critical support for secure user access, assigning and updating RACF IDs, managing North Carolina Identity Management (NCID) and North Carolina State Email System (NCMAIL) accounts, and assisting with printer and workstation setup. The technician monitors system performance, participates in testing and implementing new applications or enhancements, and collaborates with development teams and end users to address technical needs. The position requires strong communication and organizational skills, basic knowledge of IT systems, and a customer-service mindset to support users from departments such as the Division of Social Services (DSS), Division of Medical Assistance (DMA), Division of Mental Health (DMH), and the Division of Public Health (DPH).

• Respond to user inquiries related to software, hardware, and system access; resolve or escalate as needed.

• Assign and maintain user access credentials, including Resource Access Control Facility (RACF) IDs, and manage security control tables for mainframe systems.

• Track and update service tickets in the IT incident management system, ensuring timely resolution and documentation.

• Support testing and rollout of new systems and application enhancements with development teams.

• Provide user assistance across Department of Health and Human Services (DHHS) divisions, including the Division of Social Services (DSS), Division of Medical Assistance (DMA), Division of Mental Health (DMH), and the Division of Public Health (DPH), for technical issues and policy-related questions.

• Monitor system performance, report outages or slowdowns, and assist with restoring service.

• Ensure compliance with federal and state data security standards during all access and account management activities.

• Assist with North Carolina Identity Management (NCID) and North Carolina State Email System (NCMAIL) account creation, reset, deactivation, and troubleshooting.

• Maintain technical documentation and develop user training materials for internal use.

• Help install, configure, or troubleshoot printers, personal computers (PCs), and Local Area Network (LAN) issues; escalate complex problems as necessary.

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 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.

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 leave. In addition, paid parental leave is available to eligible employees. Visit website for benefits:https://oshr.nc.gov/state-employee-resources/benefits.

For more information about DHHS:https://www.ncdhhs.gov/

Listed below are the knowledge, skills and abilities (KSAs) associated with the position.  These KSAs, along with the minimum education and experience listed, are required in order to be deemed "eligible" for the position therefore you must provide supporting information, within the body of your application, to demonstrate your possession of each KSA listed.
 
Qualified applicants must possess, and application must clearly reflect work experience that demonstrates the following:

• Experience using or familiarity with help desk or ticketing systems (e.g., ServiceNow, Zendesk, or similar) to log and track support requests.
• Proven experience providing IT support such as troubleshooting issues with computers, printers, or software.
• Documented experience with data entry

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 https://oshr.nc.gov/experience-guide for details.

Qualified applicants must possess, and application must clearly reflect work experience that demonstrates the following:

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

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: 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.

It is critical to our screening and salary determination process that applications contain comprehensive information. Information should be provided in the appropriate areas to include the beginning and ending dates of jobs worked, education with the date graduated, all work experience, and certificates / licenses. Resumes will not be accepted in lieu of completing this application. Answers to Supplemental Questions must refer to education or work experience listed on this application to receive credit. Degrees must be received from appropriately accredited institutions.

Applications for positions requiring specific coursework must be accompanied by a copy of the applicant's transcript. Applicants with degrees not conferred at a United States college or university must attach verification that their degree is equivalent to a similar degree from a U.S. institution. The 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. Transcripts, degree evaluations and cover letters may be uploaded with your application.

NOTE: Applicants will receive communication via email only for updates on the status of their application or any questions on their application. If there are any questions about this posting other than your application status, please contact Talent Acquisition at talentacquisition@dhhs.nc.gov.

To check the status of an application, please log in to your NC Government Job Opportunities account and click "Application Status". 

For technical issues with your application, please call the NeoGov Help Line at 877-204-4442. If you have a technical issue with your Government Jobs account, please call their Help Line at 1-855-524-5627.

Salary : $54,657 - $81,986