Title: IT Services Support Specialist (VDHRN055)
State Role Title: Info Technology Specialist I
Hiring Range: $64,000 to $69,000
Pay Band: 4
Agency: Virginia Department of Health
Location: ROANOKE HQ
Agency Website: www.vdh.virginia.gov
Recruitment Type: General Public - G
Job Duties
Consider joining the Virginia Department of Health as we foster healthy and resilient communities. This is your opportunity to serve the public in the Business/Admin department at the Roanoke City/Alleghany Health District.
*This position requires frequent travel between district locations. The incumbent must possess a valid driver’s license and have access to reliable personal transportation when needed to conduct official business. The position will travel throughout the Roanoke City/Alleghany Health District, including Roanoke City, Salem, Vinton, Botetourt (Fincastle), Covington, Clifton Forge, and Craig County (New Castle), to provide on-site IT support and address the technology needs of each location.*
Job Description:
Position serves as Information Technology Support Specialist, responsible for agency-specific end user support services and systems access requests. Requires a knowledge of fundamental concepts, practices, procedures, and existing policies and guidelines in the area of information technology, as well as the ability to apply specialized concepts, practices, procedures, and policies to meet customer needs and requirements, with the outcome of enabling users to perform necessary work functions effectively and positively impacting the quality and availability of services to users.
Duties:
IT Application Support Center
- Provides customer end user support service for requests received through multiple contact avenues, including telephone, in-person, email and IT Service Management tools
- Provides problem management, troubleshooting, and escalations to resolve customer IT issues
- Provides support for user inquiries associated with Microsoft desktop products including but not limited to Windows, SharePoint, MS Office Suite, and Gmail
- Serves as a liaison between the users and various development teams for multiple agency applications supported by OIM
IT Security Support
- Supports agency Information Security Officer; conducts data collection and reporting for security incidents and Security Awareness training; works with internal and external clients, management, and OIM IT staff to perform security control assessment and control compliance
System Access
- Processes agency wide requests received via multiple methods using IT Service Desk application
Process and System Documentation
- Identifies and documents IT Customer Support processes and services; collaborates with coworkers, developers, and supervisor to create internal process scripts and external customer technical instructions
Asset Management
- Asset management support activities including hardware asset Moves, Adds, Change, and Deletes (MACD); and software management and deployment
- Supports VITA statewide infrastructure upgrades and improvements including network connectivity, telecommunications, and networked print devices
- Reviews and recommends procurement of technology hardware and software
May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor. May be required by VDH to adjust work hours, location, and job duties and participate in training to meet public health business needs, including emergencies. If this position is designated as a mobile worker, this includes both working in the field and teleworking at an alternate location when not in the field or during an emergency closing. You may be required to periodically come into your assigned office to attend meetings or training.
The Virginia Department of Health (VDH) is dedicated to protecting and promoting the health of Virginians. The VDH is made up of a statewide Central Office in Richmond and 35 local health districts.
Who We Are: The Roanoke City and Alleghany Health Districts (RCAHD) are two health districts in the Commonwealth of Virginia under the Virginia Department of Health and employ approximately 140 staff. RCAHD encompasses the cities of Covington, Roanoke, and Salem and the counties of Alleghany, Botetourt, Craig, and Roanoke.
What We Do: RCAHD, which provides services from nine office locations, serves a combined population of over 278,400 people throughout both rural and urban environments and works to promote and encourage healthy behavior, protect the public against environmental hazards, prevent epidemics and the spread of disease, respond to disasters, assist communities in recovery and assure the quality and accessibility of health services for all members of the communities.
The Virginia Department of Health offers 13 paid holidays, medical, dental, vision and life insurance, retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan) as well as sick, family/personal, and annual leave.
VDH requires all Health-Care Personnel (HCP) to provide documentation of immunization or evidence of immunity to the following: hepatitis B, measles, mumps, rubella, and varicella; a one-time dose of tetanus, diphtheria, and pertussis (Tdap) vaccine regardless of the interval since the last dose of tetanus-diphtheria (Td) vaccine was administered (Td or Tdap boosters shall be received every 10 years); and the current year's seasonal influenza vaccination.
Minimum Qualifications
- Knowledge of IT infrastructure, mapping network drives and software installation
- Knowledge of telephone etiquette and problems related to computer hardware and software
- Excellent skills in Word, Excel, and Outlook; analysis; customer service; keyboarding; problem solving; troubleshooting; spelling and grammar skills; ability to communicate effectively verbally and in writing with individuals and groups
- Strong Customer Service skills that include a “customer first” attitude
- Ability to multitask; remain calm and patient; work independently and as a team member; provide clear and accurate explanations; follow standard operating procedures and guidelines; handle difficult customers using tact and diplomacy; navigate within application systems; distinguish between software and hardware issues; understand changing technologies; maintain confidentiality; make decisions using independent judgment; set priorities; work well under pressure; and triage and elevate issues when necessary
Additional Considerations
- Experience analyzing and researching customer issues/complaints
- Experience on a technical help desk; supporting and testing custom built applications; and working with issue tracking software
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.
VDH accepts only on-line applications. Faxed, mailed, or e-mailed applications will not be considered. Applications are accepted until 11:55 p.m. on the job closing date. Applications and/or resumes should include relevant work history which indicates your qualifications for this position. Supplemental questions are encouraged to be answered in a comprehensive manner and reference any pertinent knowledge, skills, and abilities as well as any previous experience that relates to the position.
Employment is contingent upon satisfactory results of a state and federal criminal history background check and the Department of Social Service’s Child Abuse and Neglect Central Registry check, U.S. HHSIG Exclusion List check, employment reference check and E-Verify. Other financial, credit, driving, background checks or completion of Statement of Economic Interests may be required for certain positions.
It is the policy of the Commonwealth and VDH that all aspects of human resource management be conducted without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists); sex; color; national origin; religion; sexual orientation; gender identity or expression; age; veteran status; political affiliation; disability; genetic information; and pregnancy, childbirth, or related medical conditions. VDH employees have a shared Code of Ethics, which can be found in the bottom banner of our website: www.vdh.virginia.gov.
If you have been affected by DHRM Policy 1.30 layoff and possess a valid Interagency Placement Screening Form (Yellow Card) or a Preferential Hiring Form (Blue Card), you must submit the card before the closing date for this position. The Card may be submitted with the state application as an attachment.
As a V3 (Virginia Values Veterans) employer VDH Welcomes Veterans to apply!
Contact Information
Name: Darlene Smith
Phone: N/A
Email: [email protected]
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.
