Technology Support Specialist - 00153

Title: Technology Support Specialist

• 00153

State Role Title: Info Technology Specialist I

Hiring Range: $55,000 - $70,000

Pay Band: 4

Agency: Department of General Services

Location: Monroe Building

Agency Website: www.dgs.virginia.gov

Recruitment Type: General Public

• G

Job Duties

DGS has an opportunity for a dynamic IT professional with a history of effective and varied device and customer support in a fast-paced team environment. Qualified candidates should have a passion for technology, a business mindset, a customer service-oriented attitude, strong communication skills, and a willingness to work with others. The successful candidate will be able to prioritize, troubleshoot/resolve problems and follow-through with internal clients. This role entails direct involvement in end-user support and team assistance, focused on building automation, security, surveillance, and department network infrastructure within a campus setting. You will collaborate with various stakeholders to ensure a robust and dependable end-user experience.

Responsibilities:

• PC support, including replacement/refresh and break/fix services.

• Printer and PC inventory. Maintain and document the inventory of agency PCs, refresh process, and printers.

• Install, configure, and set up software, hardware, and peripherals.

• Conduct routine maintenance on assets managed by the agency.

• Identify and resolve IT problems. Address, assess, direct, prioritize, and solve issues with agency managed assets promptly.

• Support AV systems to guarantee effective operation of conference rooms.

• Streamline procedures to enhance efficiency. Create and update documentation for users.

• Manage UPS as a service. Engage in power as a service projects by monitoring battery lifecycles for timely replacements every three years or upon battery failure.

• Support installations, conduct daily monitoring, address operational issues, and replace components according to a set schedule.

• Help manage incoming helpdesk tickets. Oversee and assign help desk tickets, resolving those within your area of responsibility in the required timeframe. Escalate issues beyond your scope to the appropriate team.

• Serve as the primary contact for Helpdesk and provide backup for the Systems Support Specialist/Telecom Coordinator break/fixes.

• Be the point of contact for agency managed devices to ITP staff, ISS, and vendors.

• Ensure compliance with DGS and VITA policies.

DGS offers excellent health benefits at affordable pricing, pre-tax spending accounts, paid life insurance, paid Short- and Long-Term Disability benefits, paid holidays, vacation, and other leave benefits, wellness programs, and a state retirement plan with options for tax-deferred retirement savings including employer matching. DGS is a qualifying employer for the Public Student Loan Forgiveness Program.

Minimum Qualifications

• Experience with hands-on PC support including software and hardware installation and troubleshooting.

• Experience with PC\laptop\desktop hardware setup, configuration, installation, and support including peripheral devices.

• Experience supporting Windows 10, and 11 operating systems.

• Experience supporting conference room audio visual systems.

• Experience extracting relevant information from customers to isolate issues and address concerns.

• Knowledge of Windows 10, and 11 operating systems and PC\laptop\desktop hardware setup, configuration, installation, and support including peripheral devices and refreshes.

• Demonstrated ability to help users assess needs.

• Well organized with attention to detail

• Excellent verbal and written communications skills a must

• Strong interpersonal skills to interface with customers, vendors, and team members.

• Ability to effectively prioritize incoming work.

• Effective written and verbal communication.

• Function independently and as a member of a team.

• Knowledge of helpdesk systems and their operation.

Additional Considerations

• Industry relevant certifications (Dell, A+, Microsoft, etc.)

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.

The selected candidate must pass a criminal background check. The selected candidate must pass a fingerprint-based criminal background check.

Applicants that indicate they have preferential hiring rights in the form of a yellow form or blue card must submit these to our office prior to the closing of the posting, in accordance with DHRM policy 1.30. Please note that only current and former employees of the Commonwealth of Virginia that will be or have been laid off are eligible for preferential hiring rights.

Sponsorship will not be provided for this position now or in the future. Confirmation of eligibility to work will be required at time of hire.

Notice: DGS will record information from each new employee's Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.

Fax, e-mail or mail applications will not be accepted. The online state application must contain all required information and fully respond to questions to be considered for this job opportunity. For assistance or computer access, please visit your local Virginia Employment Office or contact our office jobs@dgs.virginia.gov or 804-786-3910.

Applications will be accepted until a suitable pool of candidates is received. After 5 business days, this position may be closed at any time.

The Virginia Department of General Services is an equal opportunity employer. Minorities, individuals with disabilities, Veterans, and individuals with AmeriCorps, Peace Corps, and other national service experience are encouraged to apply.

Applicants in need of accommodation during the application and/or interview process may contact DGS at 804-786-3910 for assistance.

Contact Information

Name: DGS Human Resources

Phone: 804-786-3910

Email: jobs@dgs.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.