User Support Analyst Job at North Carolina Dept of Health and Human Services
North Carolina Dept of Health and Human Services Wayne County, NC
This position is designated
Mandatory and must report or stay
over during adverse weather events.
Cherry Hospital
A Place of Hope, Care, and Recovery
The Division of State Operated Healthcare Facilities (DSOHF) is seeking a candidate for a Technology Support Analyst position at one of its three state psychiatric hospitals. The Information System Services (ISS) unit supports staff, patients, and visitors by providing the tools and technology necessary to deliver all services needed to improve the health, safety, and well-being of all North Carolinians.
This position is part of the ISS Team that supports and maintains all facets of the IT infrastructure at Cherry Hospital, located in Wayne County. This position will manage, mentor, and oversee the Helpdesk Team and its resources to accomplish and meet the needs and expectations of the facility. This position provides first and second-level user support for all desktops (software and hardware), tablets, printing, and network-related issues. Helpdesk provides software support for common office and complex applications used within the facility. This position will participate in system integration/deployments, ticket tracking, e-mail, NCID, Active Directory, online registration activities, and assigning role-based user rights. This position will support and assign duress tags, wireless phones, and pagers. This employee is responsible for troubleshooting office equipment issues, including network and personal printers. The employee will share clerical tasks for the department, i.e., document composition, maintenance of access request information, licensing services, and inventory documents.
This full-time position is eligible for the full State benefits package, including health insurance, paid vacation/sick leave, retirement, etc. The position will work an 8 to 5 schedule and be available for on-call or after-hour Helpdesk support. Flexibility is required to meet hospital’s needs.
The NC Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, with approximately 18,000 employees. DHHS manages the delivery of health- and human-related services for all North Carolinians, especially our most vulnerable citizens – children, elderly, disabled and low-income families.
Cherry Hospital (CH) is a State-of-the-Art psychiatric hospital located in a beautiful rural area of Goldsboro, NC. Although rural, Cherry Hospital is convenient to the Triangle Area (Raleigh/Durham) and the coastal region of the state. It is about an hour's drive to the heart of Raleigh or the beautiful coastal town of New Bern.
Mission Statement
To provide excellent psychiatric care to individuals with
the greatest need and the least resources.
Cherry Hospital serves the 38 most eastern counties of North Carolina with a mission to serve those with the greatest need and the fewest resources. In earnest efforts to follow our mission, we strive to create a healing environment in which every team member has opportunity to positively impact the lives of those around them and the individuals we serve. Learn more about our facility at: https://www.ncdhhs.gov/divisions/dsohf/cherry-hospital.
In addition to a very competitive salary, this opportunity offers an excellent benefits package, loan repayment opportunities, employment stability and rewarding professional opportunities.
Knowledge, Skills and Abilities / Competencies
To receive credit for all of your work history and credentials, you must list the information on the application form. Any information listed under the text resume section or on an attachment will not be considered for qualifying credit. Qualified applicants must document on the application that they possess all of the following:
Knowledge of enterprise IT operations, navigation of computers and related peripheral equipment with ability to develop, design, implement and maintain templates, documents, spreadsheets, presentations, and simple databases.
Basic knowledge and understanding of a wide variety of technologies. In-depth experience with Windows 10/11, Microsoft Office 2016/Office 2013/Office 365 and basic network support, and Active Directory.
Knowledge of basic LAN administration to setup, add or delete users, create groups, and add users to groups, put printers on-line and have the ability to connect workstations.
The ability to establish and maintain effective working relationships with a diverse user base, internal or external technical staff, and outside vendors.
Excellent task and time management.
Ability to troubleshoot and repair workstations, zero clients, laptops, tablets, monitors, printers, personal communications devices and other IT related peripherals.
Ability to resolve routine problems independently and some non-routine problems through standard troubleshooting procedures.
Prior helpdesk support experience in a fast-paced multi-tasking healthcare environment.
Excellent oral (phone etiquette) and written communication skills.
Experience translating technical issues into understandable terms for non-technical users with ability to ask questions and solicit relevant information from users to clearly understand the problem and provide fix(es) and/or workarounds for users.
Ability to work in a positive, professional, solution-based manner and maintain effective working relationships with clients and co-workers.
Maintain and update all end user devices OS, patching and system images.
Manage, mentor, and oversee the Helpdesk Team and its resources.
Physical Requirements:
ADA requirements will be discussed during the interview process but include the ability to lift up to 50 pounds.
Minimum Education and Experience Requirements
Bachelor s degree in computer science or an IT related field from an appropriately accredited institution plus one year of experience in the information technology field related to the position s role
Or Associate degree in computer science or an IT related field from an appropriately accredited institution and two years of experience in the information technology field related to the position s role
Or High school or General Educational Development (GED) diploma and four years of experience in the field of technology related to the position's role; or an equivalent combination of education and experience.
Degrees must be from appropriately accredited colleges or universities.
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