Title: IT Support Specialist, #W2485

State Role Title: Info Technology Specialist II

Hiring Range: $78,000 - $81,000 per year (salary commensurate with experience)

Pay Band: 5

Agency: Department of Social Services

Location: DSS HOME OFFICE

Agency Website: https://www.dss.virginia.gov/

Recruitment Type: General Public - G

Job Duties

At the Virginia Department of Social Services, we put people at the center of everything we do. We believe that every Virginian can live a life of dignity and that all voices, ideas and experiences contribute greatly to our pursuit of excellence. Inspired by continuous improvement, we commit ourselves to listening, learning and cultivating environments of trust, respect and positive engagement. Together, we are mission-driven, eager to achieve, and passionate about bringing the best of who we are to those we serve.

We design and deliver high-quality human services that help Virginians achieve safety, independence and overall well-being. We are a $2 billion agency – one of the largest in the Commonwealth of Virginia – partnering with 120 local departments of social services and 31 community action agencies, along with faith-based and non-profit organizations, to promote the well-being of children, adults, and families statewide. We proudly serve alongside 1,650 (state) and 12,200 (local) human services professionals throughout the Social Services System, who ensure that thousands of Virginia’s most vulnerable citizens have easy access to the services and benefits available to them.

The Information Technology Support Specialist position reports directly to the Service Desk Manager and provides technical assistance to end-users regarding computer systems, software applications, and hardware devices. The incumbent is extremely proactive and uses established industry best practices, including the IT Infrastructure Library

(ITIL) Service Operations process of:

- Incident Management

- Request Fulfillment

- Service Level Management

- Change Control

- IT Asset and Configuration Management

- Service Catalog Management

- Supplier Management

- Continual Service Improvement

IT Support Specialist will provide direct support to: internal staff, contract staff, and VITA partnership for the deployment of new desktop systems, mobile devices, copiers and printers. The Technician will assist with the administration and support of user account and access management, inventory, lifecycle asset and configuration management, as well as track and analyze trends in the agency’s ticketing system to generate statistical reports. The Technician interfaces with Commercial and Government Service Providers, along with other Technical Teams as appropriate. The Technician works in conjunction with the Service Desk Manager, Director, and IT Leadership to address operational issues and also interfaces as needed with agency and LDSS leadership. The Technician supports all agency staff and leadership and the extended DSS community including Regional and Local DSS Directors. In addition to these major areas of responsibilities, the IT Support Specialist will support other operational duties as assigned and will provide direct support to the Agency and LDSS customers.

Minimum Qualifications

• Experience in IT service delivery, telecommunications, and asset management.
• Customer service experience supporting a large and diverse customer base.
• Ability to provide technical assistance to end-users regarding computer systems, software applications, and hardware devices.
• Knowledge of the IT Infrastructure Library Service Operation processes of Incident Management, Request Fulfillment, Service Level Management, Change Control, IT Asset and Configuration Management, Service Catalog Management, Supplier Management, and Continual Service Improvement.
• Excellent communication skills, both written and verbal, with the ability to proactively communicate with customers.
• Customer Service – demonstrates knowledge and dedication to customer service and has a deep commitment to supporting all customers.
• Skilled in the use of personal computers and Microsoft Desktop products (Windows, SharePoint, Outlook, Exchange, and MS Office Suite).
• Skilled in telecommunications and managing inventory.

Additional Considerations

• Experience working with Virginia Information Technologies Agency (VITA).
• Experience with Level 2 desktop support.
• IT Infrastructure Library (ITIL) Foundation.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Selected candidate(s) must successfully pass a fingerprint-based criminal history background check. A record of criminal history does not automatically bar an applicant from consideration. Employment verification will be conducted to include current/previous supervisory employment reference checks.

VDSS will record information from each new employee’s Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.

To be considered for this position, you must submit a Commonwealth of Virginia application or resume through the on-line “Virginia Jobs” (PageUp) employment site no later than 11:55 p.m. on the closing date listed. Each application is reviewed for documentation that shows the applicant meets the minimum and additional considerations as stated in the job announcement. The decision to interview an applicant is based on the information provided. Multiple positions may be filled from this recruitment within 90 days of the closing date.

In addition to a rewarding work experience, VDSS offers excellent health and life insurance benefits, pre-tax spending accounts, state funded Short and Long Term Disability, paid holidays, vacation, tuition assistance, free wellness programs, and a state retirement plan with options for tax-deferred retirement savings including employer matching – Employee Benefits.

The Virginia Department of Social Services (VDSS) is an Equal Opportunity Employer and encourages diversity within its workforce.

VDSS does not provide sponsorship.

This position may be eligible for telework opportunities; availability, hours, and duration will be in accordance with the Commonwealth’s Teleworking policy.

VDSS is an official certified state agency that values the service and experience of our Veterans. As such, Veterans are encouraged to apply and receive preference in the hiring process. AmeriCorps, Peace Corps and other national service alumni also are encouraged to apply. Reasonable accommodations are available to applicants, if requested, during the application and/or interview process.

If you have been affected by Policy 1.30 Layoff as a state employee and possess a valid Interagency Placement Screening Form (Yellow Form) or a Preferential Hiring Card (Blue Card), you must submit this document through the “Virginia Jobs” (PageUp) employment site when you apply.

Contact Information

Name: VDSS – Division of Human Resources

Phone: dssrecruitment@dss.virginia.gov

Email: dssrecruitment@dss.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.