User Support Analyst

User Support Analyst (S)

We are looking for a professional User Support Analyst with demonstrated experience in providing comprehensive and innovative planning, analytical and technical assistance to users in the preparation of programs and applications to support research, instructional and administrative activities within universities and state agencies. May troubleshoot desktop, laptop mobile devices, or software applications, perform upgrades and reimaging, set up new workstations and relocate existing ones. When on-call, respond to occasional after-hours calls from employees regarding technical issues. May require travel to state offices for workstation setup and/or moves. May design computer training manuals by identifying and describing information needs; using desktop publishing; submitting initial versions for review; revising and editing final copy. May conduct training classes by presenting job-specific, agency-specific, and generic software applications. Working knowledge is demonstrated by understanding and use of the principles, theories and practices pertinent to area of responsibility. Demonstrates a range of technical understanding to independently resolve routine and non-routine issues on software and/or hardware and to identify trends and make suggestions for technical modifications to solve future problems. Working knowledge and skills from a range of technologies to address work assignments Ability to mentor or train peers and others. Ability to consult with clients and other IT professionals to resolve technical problems and ensure client satisfaction Ability to document solutions that solve client problems and clearly presents these solutions. Ability to work independently on tasks, develops own work, schedules and monitors progress against defined parameters. Ability to manage technical projects involving own work and may lead implementation efforts to completion with minimal supervision. Demonstrates a customer orientation and effectively communicates verbally and in writing. Demonstrates initiative in solving problems associated with projects and daily work.

Salary Grade Range: $63,163.00 - $94,745.00

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:

• Documented progressive experience in desktop or EHR technical support
• Strong knowledge of Windows OS, Active Directory, printing, and networking basics
• Experience with Imprivata, Citrix, VMware Workspace One, and Ivanti
• A+ or similar industry-recognized certification

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 the website for State Benefits.

About the O'Berry Neuro-Medical Treatment Center:

O'Berry Neuro-Medical Treatment Center is a specialized skilled nursing facility focused on maintaining the quality of life and dignity for adults with neurocognitive disorders, with coexisting complex medical and behavioral needs, whose level of support extends beyond what can be provided by family or in a community living setting.

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/.

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.

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 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 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.

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

• 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.

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.

If there are any questions about this posting, please contact Talent Acquisition at talentacquisition@dhhs.nc.gov. Resumes will not be accepted in lieu of completing this application.