Title: IT Services Support Specialist
State Role Title: Computer User Support Specialists
Hiring Range: $65,291 - $68,174
Pay Band: 4
Agency: Virginia Department of Health
Location: Perimeter Center
Agency Website: https://www.vdh.virginia.gov/
Recruitment Type: General Public - G
Job Duties
Position serves as an Information Technology Support Specialist, responsible for agency-specific end user support services and systems access requests. The role requires knowledge of fundamental concepts, practices, procedures, and existing policies and guidelines in the area of information technology, as well as the ability to apply specialized concepts, practices, procedures, and policies to meet customer needs and requirements.
In addition to direct user support, the position is responsible for developing, maintaining, and updating internal standard operating procedures (SOPs), user guides, and job aids to ensure consistency, accuracy, and continuity of IT support functions. The role also contributes to the identification, documentation, and implementation of internal system and process improvements, including workflow efficiencies, access controls, and support request tracking, with the outcome of enabling users to perform necessary work functions effectively and positively impacting the quality, reliability, and availability of IT services.
Knowledge:
Knowledge of information technology principles, methods, and practices related to end-user computing, systems access, and desktop support.
Knowledge of computer hardware, software applications, peripheral devices, and basic network concepts, including mapping network drives and installing software.
Knowledge of agency policies, standard operating procedures (SOPs), security requirements, and guidelines governing information technology services and systems access.
Knowledge of customer service principles, telephone etiquette, and effective techniques for assisting users with technical issues.
Knowledge of documentation practices and standards for developing and maintaining SOPs, user guides, and technical reference materials.
Skills:
Skill in diagnosing, troubleshooting, and resolving hardware, software, and system access issues.
Skill in using Microsoft Word, Excel, and Outlook to prepare documentation, track requests, and support analysis.
Skill in providing effective customer service, including active listening, problem clarification, and timely follow-up.
Skill in communicating technical information clearly and concisely, both verbally and in writing, to technical and non-technical audiences.
Skill in organizing work, setting priorities, and managing multiple tasks in a high-volume or time-sensitive environment.
Abilities:
Ability to apply IT policies, procedures, and technical knowledge to support agency operations and meet end-user needs.
Ability to develop, update, and maintain standard operating procedures (SOPs), user guides, and job aids to ensure consistency and continuity of IT support services.
Ability to identify, document, and contribute to improvements in internal systems, workflows, and support processes.
Ability to distinguish between hardware, software, and system issues and determine appropriate resolution or escalation.
Ability to exercise independent judgment within established guidelines when troubleshooting and triaging support requests.
Ability to work independently and collaboratively as a member of a team.
Ability to remain calm, professional, and effective when working under pressure or with difficult customers, using tact and diplomacy.
Ability to adapt to changing technologies, priorities, and organizational needs.
Ability to maintain confidentiality and handle sensitive information in accordance with applicable policies and regulations.
Minimum Qualifications
• Knowledge of IT infrastructure, mapping network drives and software installation
• Knowledge of telephone etiquette and problems related to computer hardware and software
• Excellent skills in Word, Excel, and Outlook; analysis; customer service; keyboarding; problem solving; troubleshooting; spelling and grammar skills; ability to communicate effectively verbally and in writing with individuals and groups
• Strong Customer Service skills that include a “customer first” attitude
• Ability to multitask; remain calm and patient; work independently and as a team member; provide clear and accurate explanations; follow standard operating procedures and guidelines; handle difficult customers using tact and diplomacy; navigate within application systems; distinguish between software and hardware issues; understand changing technologies; maintain confidentiality; make decisions using independent judgment; set priorities; work well under pressure; and triage and elevate issues when necessary
Additional Considerations
• Experience analyzing and researching customer issues/complaints
• Experience on a technical help desk; supporting and testing custom built applications; and working with issue tracking software
• Experience with Salesforce
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.
VDH accepts only on-line applications. Faxed, mailed, or e-mailed applications will not be considered. Applications are accepted until 11:55 p.m. on the job closing date. Applications and/or resumes should include relevant work history which indicates your qualifications for this position. Supplemental questions are encouraged to be answered in a comprehensive manner and reference any pertinent knowledge, skills, and abilities as well as any previous experience that relates to the position.
Employment is contingent upon satisfactory results of a state and federal criminal history background check and the Department of Social Service’s Child Abuse and Neglect Central Registry check, U.S. HHSIG Exclusion List check, employment reference check and E-Verify. Other financial, credit, driving, background checks or completion of Statement of Economic Interests may be required for certain positions.
It is the policy of the Commonwealth and VDH that all aspects of human resource management be conducted without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists); sex; color; national origin; religion; sexual orientation; gender identity or expression; age; veteran status; political affiliation; disability; genetic information; and pregnancy, childbirth, or related medical conditions. VDH employees have a shared Code of Ethics, which can be found in the bottom banner of our website: www.vdh.virginia.gov.
If you have been affected by DHRM Policy 1.30 layoff and possess a valid Interagency Placement Screening Form (Yellow Card) or a Preferential Hiring Form (Blue Card), you must submit the card before the closing date for this position. The Card may be submitted with the state application as an attachment.
As a V3 (Virginia Values Veterans) employer VDH Welcomes Veterans to apply!
Contact Information
Name: Tori Altidor
Phone: N/A
Email: Tori.Altidor@vdh.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.