This position is part of the Workforce Efficiency Group (WEG) responsible for the agency's Enterprise Content Management (ECM) system.
The incumbent will provide technical support for end users and serves as the first line of support for the OnBase system.
The incumbent relies on his/her expertise to troubleshoot and resolve reported issues themselves or using his/her discretion contacts vendors, developers or others as needed to ensure resolution. Responsibilities include working with end users to identify the cause of reported issues, identifying solutions to user issues, implementing and delivering solutions, resolving user issues from initiation to resolution, inputting accurate and descriptive information in the ticketing system. Responsibilities also include maintaining and ensuring the receipt and quality of imaged documents for official customer records and for ensuring customer records are in compliance with federal and state statutes as well as agency policies and procedures.
Experience working with an ECM system. Possess knowledge of scanners, monitors, business English, office operations, and document imaging.
Possess the ability to guide and explain information to others in a courteous and articulate manner. Ability to analyze behavior and information to solve problems. Effectively manage time to meet deadlines, ability to follow agency policies and procedures, prepare reports, communicate effectively in writing and orally, and make sound decisions.
Organizational and keyboarding skills needed. High school diploma or equivalent required.
Experience working in technical support, team environments, quality control, data tracking and analysis preferred. Experience in help desk tier two applications is preferred.
?Applicant must consent to fingerprint and driver's license background checks. ?Possession of a valid driver's license with a point balance of less than 6 demerit points and no major convictions.
State Of Virginia