Title: IT End User Support Analyst II

State Role Title: Info Technology Specialist II

Hiring Range: Up to $65,000

Pay Band: 5

Agency: Dept Behavioral Health/Develop

Location: Central Office

Agency Website: www.dbhds.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Department of Behavioral Health and Developmental Services (DBHDS) is seeking a motivated IT professional to serve as an IT End-User Support Specialist. This position is responsible for providing excellent customer service to users for desktop, peripheral and Audio-Visual support, and Microsoft SharePoint/Teams administration. This position resolves Level 1 and Level 2 desktop issues which may entail a mixture of day-to-day client support, end-user application support, and conference room support for meeting setups, to include receiving, prioritizing, documenting, and actively resolving end user service requests and incidents. This position also provides onsite and remote IT support across macOS and Windows environments; A/V support for internal and external client meetings; assists in WiFi and network deployments; and assists with hardware purchasing, inventory tracking, asset lifecycle management, and yearly IT planning. In addition, this position is responsible for configuring and deploying laptops, desktops, mobile devices, and peripherals for new and existing employees; Research, install, configure, and support internal software, cloud tools, and enterprise SaaS platforms; and responding to Move, Add, & Change requests for telephone, mobile devices and desktop applications are other functions performed by the Service Desk Analyst role. This is an in-office, Monday-Friday, 8:00 a.m. to 5:00 p.m. position and may also provide limited after-hours on call support.

Additional responsibilities include:
• Implementing IT security best practices and supporting MDM deployment.
• Creating and maintaining IT documentation, knowledge bases, and training guides.
• Recording, tracking, and documenting incidents and workorders in ticketing system (Service Now).
• Designing and implementing SharePoint site architecture, navigation, metadata, and content management strategies.
• Administering Microsoft SharePoint/Teams, including team creation, lifecycle management, channels, and membership; and resolving user and site issues.
• Configuring and managing Microsoft 365 Groups and security groups and administering Microsoft 365 collaboration services.
• Supporting Teams meetings, webinars, live events, and integrations with Microsoft 365 services.
• Participating in weekly on-call rotation for after-hours escalation of service requests/incidents.

Minimum Qualifications

• Experience with Microsoft SharePoint/Teams administration.
• Experience troubleshooting desktop hardware and software issues in an Enterprise environment.
• Experience in a technical services and support position.
• Proficiency with computer software and hardware, including Windows, Mac, MS Teams, Zoom and remote-control tools, and in Microsoft 365 administration.
• Familiarity of Active Directory concepts for user account management.
• Solid understanding of networking concepts (DHCP, DNS, VPN, VLANs, etc.).
• Experience managing MDM platforms (Skyline, Intune, Apple Business Manager).
• Familiarity with IT ticketing systems, asset management, and SaaS administration.
• Knowledge of scripting or automation tools.
• Experience balancing multiple priorities in a fast-moving environment.
• Strong knowledge of IT security, access control, and best practices.
• Basic familiarity with ITIL Incident Management processes.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to maintain regular attendance and work regularly scheduled hours.
• Ability to take direction and accept supervision.
• Demonstrated ability to work independently, organize and accurately prioritize work, be detail-oriented, and understand when urgency is required.
• Ability to work effectively with co-workers in a team-oriented, collaborative environment.
• Ability to build and maintain positive relationships, both internally and externally, while maintaining a client service focus.
• Ability to use sound judgment and discretion in dealing with confidential information, as well as in varied situations.
• Must have physical capability to consistently lift 50lbs without assistance.

Additional Considerations

• Experience with Service Now.
• Certifications such as ITIL, AWS, CompTIA A+, Google IT, Apple ACMT, Microsoft 365, Cisco CCNA or similar.
• Microsoft Certified Desktop Support Technician

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.

For consideration, interested applicants must apply by completing the online application and/or submit a resume. However, emailed, faxed, and hand-delivered applications and/or resumes will not be accepted. Applications must be submitted by 11:55 p.m., on the listed closing date. Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act.

DBHDS welcomes all applicants authorized to work in the U.S. For more information on how to seek this authorization, please refer to Working in the United States or contact the U.S. Citizenship and Immigration Services office directly.

For any technical assistance with the jobs.virginia.gov website, please contact applicantinquiry@dhrm.virginia.gov.

Contact Information

Name: ShaKiera Miles

Phone: N/A

Email: shakiera.miles@dbhds.virginia.gov - Inquiries Only/No Submissions, to include resumes.

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.