Pay Band: 4

Agency: Department of General Services (DGS)

Location: Richmond, VA 

Agency Website: www.dgs.virginia.gov 

Recruitment Type: General Public – G

The DGS Division of Purchases & Supply (DPS) is looking to hire an eVA Customer Care Specialist to provide operational and technical support on eVA, the Commonwealth's central electronic procurement system. 

DPS ensures that public bodies in the Commonwealth obtain high quality goods and services at reasonable cost and that all procurement procedures are conducted in a fair and impartial manner with avoidance of any impropriety. We provide high quality procurement tools like eVA, for both state and local employees and suppliers, that provide automated efficiencies, fair prices, and increased competition. The eVA Bureau provides customer care for over 11,000 public entity users (state agencies, institutes of higher education, local governments, etc.), 110,000 businesses, and Commonwealth citizens.

Job duties include, but are not limited to: 

• Assist users in independently navigating the eVA system to access, procure, source, participate, or research Commonwealth purchasing data with minimal supervision.
• Analyze, troubleshoot, and provide innovative solutions to users, aiming for First Contact Resolution (FCR).
• Escalate unresolved issues to the appropriate team members promptly to minimize procurement disruptions.
• Accurately document and track technical support interactions, including call receipt, issue resolution, follow-up, escalations, and reporting in ticketing software.
• Identify recurring issues, system outages, and trends impacting users, and communicate findings to supervisors and team leads.
• Act as an advocate for eVA Buyers and Vendors, ensuring their interests are supported and promoted within the eVA system.
• Train end-users on how to effectively utilize the eProcurement solution to address their business needs and resolve queries.

This position is located in Richmond, Virginia and eligible for a hybrid telework schedule (telework up to 2 days/week) after the completion of a Telework Agreement.

We’ve got great benefits! 

DGS offers excellent health benefits at affordable pricing, pre-tax spending accounts, paid life insurance, paid Short- and Long-Term Disability benefits, paid holidays, vacation, and other leave benefits, wellness programs, and a state retirement plan with options for tax-deferred retirement savings including employer matching. Additionally, supplemental bus passes, ride share, or parking are available and DGS is a qualifying employer for the Public Service Loan Forgiveness Program.  

Minimum Requirements

• Considerable experience in a customer support role.
• Application support experience.
• Experience documenting user or system issues and escalating to appropriate support manager.
• Comprehensive understanding of and ability to use the Internet, multiple browsers, email systems, computer hardware, and software applications.
• Demonstrated analytical and technical skills to troubleshoot and solve internet application, browser issues, connectivity, and other system problems.
• Excellent written and verbal communication skills at both technical and non-technical levels.
• Excellent analytical skills, including the ability to ask questions to determine nature of problems, research issues, and walk customers through the problem-solving process to resolve technical problems.
• Demonstrated prioritization and organizational skills.
• Demonstrated ability to work both independently and as part of a team environment.

Visa sponsorship will not be provided for this position now or in the future. Confirmation of eligibility to work will be required at time of hire. 

The selected candidate must also pass a criminal background check. 

Additional Considerations 

• Certifications related to technical skills to troubleshoot and solve internet application, browser issues, connectivity, and other system problems (ex: CompTIA A+)
• Demonstrated ability to analyze and assess the impact of procurement policies and procedures on system functions.
• Experience using Help Desk call logging systems or issue tracking software to manage and resolve inquiries efficiently.
• Experience using eVA.

Special Instructions 

The online state application must contain all required information and fully respond to questions to be considered for this job opportunity. Please be sure that all of your relevant qualifications and considerations are specifically addressed in your submitted application. 

Online applications should be submitted via jobs.virginia.gov. 

Fax, e-mail, or mail applications will not be accepted. For assistance or computer access, please visit your local Virginia Employment Office or contact our office jobs@dgs.virginia.gov or 804-786-3910.  

You will be provided a confirmation of receipt when your application has been successfully submitted. Applications will continue to be accepted until a suitable pool of candidates is received, but this requisition may be closed at any time after December 19, 2025. Please refer to the “Your Application” page in your account to check the status of your application for this position. Applicants in need of accommodation during the application and/or interview process may contact DGS at 804-786-3910 for assistance.    

Sponsorship will not be provided for this position now or in the future. Confirmation of eligibility to work will be required at time of hire. DGS 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.

The selected candidates must also pass a criminal background check.

Applicants who indicate they have preferential hiring rights in the form of a yellow form or blue card must submit these to our office prior to the closing of the posting, in accordance with DHRM policy 1.30. Please note that only current and former employees of the Commonwealth of Virginia that will be or have been laid off are eligible for preferential hiring rights. 

The Virginia Department of General Services is an equal opportunity employer and a proud Virginia Values Veterans (V3) Certified employer. Individuals from minoritized groups, individuals with disabilities, veterans, and individuals with AmeriCorps, Peace Corps, and other national service experience are encouraged to apply.  

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. 

Contact Information  

Name: DGS Human Resources  

Phone: 804-786-3910  

Email: jobs@dgs.virginia.gov