Help Desk Administrator

Title:Help Desk Administrator

State Role Title: Info Technology Specialist II

Hiring Range: $55,000-$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 skilled and experienced individual to serve as the Help Desk Administrator on the Production Supports Team. This position provides consultative and technical support services to DBHDS staff to ensure timely problem resolution, system/data access and optimal system performance; technical support to the DBHDS locations to resolve first and second tier desktop software, hardware, and communications issues in an efficient and timely manner; and support for desktop, mobile computing, and client/server technology.
Due to the nature of this role and interaction with staff across the organization, this is a fully on-site role.
Additional Duties:
Act as a first point of contact for providing technical support to all areas within the organization.
Provide telephone, walk-in, and e-mail support to the Help Desk Field\Faculty\Staff Help Desk, as needed.
Accurately document request history and work in Help Desk Ticketing System; documentation of efforts through the ticketing and inventory management systems.
Installation, configuration, set up and maintenance setup of desktop and laptop computer hardware and software for faculty, staff.
Managing system updates and patches and troubleshooting system issues.
Triage and route advanced second and third tier requests to the appropriate technical personnel.
Perform day-to-day L1 and L2 support for approximately 75 users and workstations, printing, software, and network issues, including prioritizing support requests, responding to users, analyzing, and troubleshooting, resolving problems, training and following up with users, and closing tickets.
Provide timely resolution of problem or escalation on behalf of the user by maintaining strong working relationships with IT professionals in areas such as network services, software systems engineers, and application developers.

Minimum Qualifications

Experience with Microsoft office software including Outlook, Word, Excel, Access, PowerPoint, and Internet Explorer.
Demonstrated ability to communicate clearly and effectively with peers, management, members, contractors, and vendors.
Experience using tools, such as PDQ and shell scripting, for configuration management, software deployment, and automation of routine tasks.
Monitor servers (using provided monitoring tools) to ensure all areas of server performance are within operational limits. Provide quarterly health reports to server owners indication under used or over used servers. Suggest decommissioning server when appropriate to consolidate data and save money.
Ability to diagnose and resolve basic technical issues.
Understanding of networking concepts such as: DNS, DHCP, Email, HTTP, SSL, OSI Model, TCP/IP
PowerApps admin duties to migrate apps and setup new or modify environments.
Maintain all IT related software licenses purchase information and coordinate with the end users when renewals are needed.

Additional Considerations

Microsoft Certified Professional, Comp TIA A+, NET +.

Special Instructions

You will be provided a confirmation of receipt when your application and/or resume 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 ten (10) 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: Keiana Bobbitt

Phone: N/A

Email: keiana.bobbitt@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 Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: Career Pathways for Individuals with Disabilities, or call DARS at 800-552-5019, or DBVI at 800-622-2155.