Help Desk Support Specialist

Title:Help Desk Support Specialist

State Role Title: Information Technology Specialist II

Hiring Range: Anticipated starting salary range is $55,000 to $67,000

Pay Band: 5

Agency: Dept of Criminal Justice Svcs

Location: Washington Building

Agency Website: www.dcjs.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Department of Criminal Justice Services is seeking a collaborative and innovative team player to serve as a full-time Help Desk Support Specialist in Richmond, Virginia. This position supports all aspects of the criminal justice system. This position must provide exceptional customer service while providing the end user with desktop, laptop, and tablet support services. Public service offers the opportunity to do important rewarding work while maintaining a healthy work-life balance. If you want to be part of an agency that cares about our constituents, rigorously advocates and promotes opportunities for all Virginians, we'd love to have you join us!
What you will do:
Helping resolve issues staff are encountering with their hardware and/or software, including desktops, laptops, tablets, printers, scanners, or monitors, as well as Microsoft Office applications.
Maintaining an inventory of agency software and hardware.
Working with VITA to manage the refresh process in order to take advantage of equipment upgrades.
Providing security for file shares and other applications.
Promoting the importance of security, in line with VITA, within our agency.
Conducting an annual PC review with each end user with the purpose of providing the information to VITA, ensuring security compliance, improving the end user experience, and educating the end user.
Ensuring that there is a backup process in place to accommodate local PC requirements.
Assisting with special projects as assigned by the manager, including projects from VITA.

Minimum Qualifications

What the ideal candidate must possess:
Experience providing helpdesk and desktop support.
A strong work ethic and exceptional customer service skills.
Demonstrated experience with PCs, laptops, tablets and other hardware.
Demonstrated experience with Microsoft operating systems including Windows 10 and Windows 11.
Detailed experience with Microsoft Office and application support.
Demonstrated skills with supporting remote users.
Working knowledge of Help Desk ticketing systems.
Basic understanding of computer networking.
Troubleshooting skills with ability to resolve problems quickly and thoroughly.
Documented experience working as an active, contributing team member, as well as an independent and self-motivated employee.
Good oral communications skills with the ability to interact with all levels of agency personnel.
Ability to think strategically and cross culturally, and independently implement new initiatives and projects.
Ability to articulate, both orally and in written form, clear and concise program objectives and goals and summarize achievements of programs in reports and other documents as requested.
Demonstrated ability to meet critical deadlines, handle multiple assignments, changing priorities, and ensure timeliness and quality of completed assignments.

Additional Considerations

Additional Considerations:
HP and/or Dell certification.
A+ certification.
Experience supporting Xerox multifunction hardware.

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.

Interview candidates may be required to demonstrate the skills and abilities necessary for satisfactory performance of work. The candidate selected for the position must successfully complete a criminal background investigation and complete and submit a Form I-9 (Employment Eligibility Verification) which will be entered into the Federal E-Verify system to confirm identity and work authorization. The individual may also be responsible for submitting an annual Statement of Personal Economic Interest. In addition, the selected candidate who begins original employment or re-employment in this position must serve a 12-month probationary period effective from the date of employment. The anticipated starting salary range is $55,000 to $67,000 plus the state's benefits package.
To apply, submit a completed State of Virginia Application for employment at https://www.jobs.virginia.gov/home by the 11:55 pm on January 15, 2024. The application and supplemental questions must be completed in a comprehensive manner and reference any pertinent knowledge, skills, and abilities as well as any previous experience that relates to the position. Fax, email, or mail applications will not be accepted. Resumes and cover letters may be attached to the online application.
The Virginia Department of Criminal Justice Services is an Equal Employment Opportunity employer. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any accommodations in order to participate fully in our recruitment experience. Contact us at 804-786-5491 to notify us of any needs related to completing the job application. AmeriCorps, Peace Corps, and other National Service Alumni are encouraged to apply. The Department also encourages and invites veterans 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 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: https://www.vadars.org/drs/cpid/PWContact.aspx, or call DARS at 800- 552-5019, or DBVI at 800-622-2155.
Please refer to your account at https://www.jobs.virginia.gov/home for the status of your application and this position.

Contact Information

Name: Anita Sikka

Phone: 804-786-5491

Email: anita.sikka@dcjs.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 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.