Title: IT Services Support Specialist

State Role Title: Computer User Support Specialists

Hiring Range: $63,000 - $66,188

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 Information Technology Support Specialist, responsible for agency-specific end user support services and systems access requests. Requires a 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, with the outcome of enabling users to perform necessary work functions effectively and positively impacting the quality and availability of services to users.

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

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.

May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor. May be required by VDH to adjust work hours, location, and job duties and participate in training to meet public health business needs, including emergencies. If this position is designated as a mobile worker, this includes both working in the field and teleworking at an alternate location when not in the field or during an emergency closing. You may be required to periodically come into your assigned office to attend meetings or training.

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.