IT End-User Support Specialist

Title: IT End-User Support Specialist

State Role Title: 39112

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 an experienced individual to serve as an IT-End User Support Analyst. This position will be responsible for providing excellent customer service to users for desktop, peripheral and Audio-Visual support, specifically in Microsoft Teams. Responsibilities include resolving 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, this includes receiving, prioritizing, documenting, and actively resolving end-user service requests and incidents. Moving, adding, and changing requests for telephone, mobile devices and desktop applications are other functions performed by the Service Desk Analyst role. Limited after hour on-call support may apply.

Additional responsibilities include:
• Providing onsite and remote IT support across macOS and Windows environments.
• Configuring and deploying laptops, desktops, mobile devices, and peripherals for new and existing employees.
• Troubleshooting and resolving Level 1 and 2 support tickets related to desktop performance issues, application errors, and various office peripherals such as printers and cellphones.
• Assisting in WiFi and network deployments.
• Researching, installing, configuring, and supporting internal software, cloud tools, and enterprise SaaS platforms.
• Creating and maintaining IT documentation, knowledge bases, and training guides.
• Assisting with hardware purchasing, inventory tracking, asset lifecycle management, and yearly IT planning.
• Supporting building network infrastructure, including tracing, patching, and maintaining ethernet/fiber cabling (MDF/IDFs).
• Implementing IT security best practices.
• Supporting MDM deployment.
• Fielding incoming requests via telephone, e-mail, and in-person.
• Recording, tracking, and documenting incidents and workorders in ticketing system (Service Now).
• Providing A/V support for internal and external client meetings.
• Participating in weekly on-call rotation for after-hours escalation of service requests/incidents.

Minimum Qualifications

• Experience troubleshooting desktop hardware and software issues in an Enterprise environment.
• Experience in technical services and support position.
• Experience with support MS Office product suite applications (Outlook, Word, Excel, PowerPoint).
• Familiarity of Active Directory concepts for user account management.
• Familiarity with IT ticketing systems, asset management, and SaaS administration.
• Experience balancing multiple priorities in a fast-moving environment.
• 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, understand when urgency is required and use good judgment in varied situations.
• 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 orientation.
• Ability to use sound judgment and discretion in dealing with confidential information.
• Must have physical capability to consistently lift 50lbs without assistance.

Additional Considerations

• Strong knowledge of IT security, access control, and best practices.
• Basic familiarity with ITIL Incident Management processes.
• Proficiency in Microsoft 365 administration.
• Experience with Service Now.
• Experience managing MDM platforms (Skyline, Intune, Apple Business Manager).
• Certifications such as ITIL, AWS, CompTIA A+, Google IT, Apple ACMT, Microsoft 365, Cisco CCNA or similar are a plus.

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.

This position is eligible for telework opportunities; availability, hours, and duration of telework shall be approved as outlined in the Commonwealth telework policy.

For consideration, interested applicants must apply by completing the online application. A resume may also be included with your submission. However, emailed, faxed, and hand-delivered applications and/or resumes will not be accepted. This position is open until filled; however, applications/resumes will begin to be reviewed within seven (7) business days of the date of this posting. 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.