Title: End-User Support Specialist

State Role Title: Info Technology Specialist II

Hiring Range: $57,733.00

Pay Band: 5

Agency: Jamestown-Yorktown Foundation

Location: Jamestown-Yorktown Foundation

Agency Website: jyfmuseums.org

Recruitment Type: General Public - G

Job Duties

Provide onsite and remote support for desktops/laptops, mobile devices, printers, peripherals, and wireless technologies across Windows and MacOS environments.

Manage Zoho Service Desk tickets, ensuring timely prioritization, documentation, and resolution.

Coordinate installs/moves/adds/changes (IMACs) and maintain accurate IT asset records.

Support agency applications and reporting tools, including Microsoft Access, Crystal Reports, and SQL Server; assist with data integrity, access, and updates.

Assist with planning, testing, and deploying system upgrades, patches, and service packs in collaboration with internal teams and external vendors.

Develop and automate reports (SQL queries, stored procedures, batch jobs) and deliver scheduled and ad‑hoc reporting.

Support basic network functions (TCP/IP, cabling, switches, routers) and coordinate telecom services, billing, and device management.

Install, configure, and maintain POS hardware/software and troubleshoot integrations with agency equipment.

Maintain intranet content and ensure timely, accurate updates.

Create and update SOPs, knowledge base articles, and system documentation; maintain records per retention policies.

Provide weekly and monthly status reporting and communicate effectively with stakeholders.

Conduct monthly IT asset inventories and manage the agency’s mobile device list.

Participate in on‑call rotation, occasional weekend work, and support emergency operations when required.

Uphold agency communication standards, customer service expectations, confidentiality, ethics, and safety policies.

Minimum Qualifications

Education or Equivalent Technical Training: Associate degree in Information Technology, Computer Science, or related field preferred but not required. Related technical training or applicable experience providing end-user support in a Microsoft networked environment may substitute for formal education.

End-User Operating Systems & Device Support: Experience supporting Windows and macOS operating systems in a business environment. Experience supporting mobile devices (iOS and Android), hardware, and common peripherals. Experience supporting Microsoft 365 applications including Outlook and OneDrive.

Microsoft Network Fundamentals: Working knowledge of TCP/IP and basic network connectivity concepts. Experience identifying and troubleshooting end-user network connectivity issues.

SQL & Reporting Tools: Experience using SQL Server Management Studio to execute queries or support stored procedures. Experience generating or modifying reports using Crystal Reports XI or similar reporting tools.

Application Administration & Software Support: Experience supporting or administering line-of-business applications, including user access management and issue resolution.

Troubleshooting & Analytical Problem Solving: Demonstrated ability to diagnose technical issues and implement corrective solutions within established procedures.

IT Service Management & Documentation: Experience using an IT service management or ticketing system to document incidents and resolutions. Ability to create and maintain technical documentation.

Active Listening, Oral & Written Communication Skills: Ability to communicate technical information clearly in writing and verbally to technical and non-technical audiences.

Customer Service & Professionalism: Experience providing responsive technical support while maintaining professionalism and civility.

Independent Work & Team Collaboration: Ability to manage assigned responsibilities with limited supervision. Ability to collaborate effectively with team members and vendors.

Additional Considerations

Certifications (Preferred):
Industry certifications such as CompTIA A+, Network+, Security+, Microsoft MD-100, or comparable credentials.

Web & Content Support Skills (Preferred):
Experience editing HTML or using WYSIWYG web tools; familiarity with Adobe Creative Cloud applications.

Conditions of Employment: Position requires on-site work and travel between assigned locations.
May require occasional weekend or on-call support.

Selection Process Notice
Applicants may be required to demonstrate technical skills and abilities necessary for satisfactory job performance.

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.

Contact Information

Name: Coy Mozingo

Phone: 757-253-4042

Email: careers@jyf.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.