IT Help Desk Specialist #00006

The Virginia Department of Emergency Management is seeking qualified candidates to join its Information Technology team as a Help Desk Specialist.

The Help Desk Specialist will be the primary point of contact for customers seeking assistance with client computing devices and software issues. This position collaborates with the VCCC Help Desk to ensure that agency staff understand how to request support. Responsibilities will include educating staff on the VCCC Help Desk, how to submit break/fix requests or new item requests, addressing agency-specific issues, and offering support to resolve problems.

The ideal candidate will have proven problem-solving skills in providing support for MS Windows and iOS operating systems. Experience with supporting MS Office products and audio/video conferencing tools is also required. The Help Desk Specialist will work with the IT Support Supervisor to develop user-friendly documentation for SharePoint and MS Teams to enhance the agency’s knowledge library. Additionally, this role involves coordinating and tracking all agency end-user computing device assets.

The position requires attention to detail, the ability to manage multiple tasks efficiently, and the ability to identify and address emerging issues based on user-reported problems. Effective communication with both agency staff and technical teams is essential.

All VDEM employees are designated as essential personnel and may be required to work during emergency situations, such as inclement weather, and natural or man-made disasters/events. This may require irregular work hours, work at locations other than the official duty station, and may include duties other than those specified in this Employee Work Profile/job description.

 

Minimum Qualifications

-Considerable experience supporting MS Office applications, email software, and data collection/reporting tools.
-Proficiency in supporting COTS (Commercial Off-The-Shelf) software, including Microsoft Office products and audio/video conferencing tools.
-Experience with Windows-based and iOS-based computing devices, including troubleshooting software and hardware issues.
-Attention to detail, with the ability to recognize and address recurring issues based on reported problems and quickly switch between tasks as needed.
-Experience or training in end-user IT support, specifically testing and resolving issues related to Windows and iOS devices/software using established practices.
-Experience with a centralized ticketing system and creating technical documentation for a knowledge base.
-Ability to communicate clearly with both technical and non-technical personnel to quickly resolve issues.
-Experience in developing technical and non-technical documentation for systems such as Windows, iOS, and Microsoft Office.
-Ability to interact effectively with team members and peers to exchange information and develop strategies to solve problems and meet customer needs.
-Ability to multi-task and prioritize in a fast-paced, professional environment.
-Strong problem-solving skills, with the ability to identify issues, propose alternative solutions, and resolve them efficiently.
-Excellent interpersonal, verbal, and written communication skills, with the ability to lead projects and manage time effectively.
- Must have a valid driver's license, satisfactory driving record. Applicant must be able to travel between VDEM office locations.

Additional Considerations

None.

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.

Applications will only be accepted on-line through the State Job website. Applications must include all work history and references. The decision to interview an applicant is solely based on the information provided in the application materials. Therefore, it is essential to provide enough information to make this assessment.

Employment is contingent upon satisfactory results of a fingerprint-based criminal history background check, Division of Motor Vehicle check, employment reference check, and E-Verify. The selected candidate must complete a State of Personal Economic Interests as a condition of employment, if applicable (Va. Code 2.2-3114). Other financial, credit, driving, or degree verification checks prior to employment may be required for certain positions. This position is restricted due to funding sources. 

A one-year probationary period is required of all newly hired and re-hired Commonwealth of Virginia employees.

The salary for this position is negotiable up to the maximum hiring range listed in this posting. Offers will not be made outside of the hiring range.

Reasonable accommodations are available to individual with disabilities during application and/or interview process per the Americans with Disabilities Act. Minorities, Individuals with disabilities, Veterans, and people with National Service experience are encouraged to apply.

VDEM does not provide sponsorship to prospective or current employees. Applicants applying for a position with our agency must be legally authorized to work in the United States at the time of employment.

The Virginia Department of Emergency Management is an Equal Opportunity Employer.

Contact Information

Name: Human Resources

Phone: (804) 912 -7254

Email: Humanresources@vdem.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 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.