Job Description

Description

Title: Help Desk Administrator State Role Title: Info Technology Specialist II Hiring Range: $55,000-$65,000 Pay Band: 5 Agency: Dept Behavioral Health/Develop Location: Central Office Agency Website: www.dbhds.virginia.gov Recruitment Type: General Public - G Job Duties The Department of Behavioral Health and Developmental Services (DBHDS) is seeking a skilled and experienced individual to serve as the Help Desk Administrator on the Production Supports Team. This position provides consultative and technical support services to DBHDS staff to ensure timely problem resolution, system/data access and optimal system performance; technical support to the DBHDS locations to resolve first and second tier desktop software, hardware, and communications issues in an efficient and timely manner; and support for desktop, mobile computing, and client/server technology. Additional Duties: • Act as a first point of contact for providing technical support to all areas within the organization. • Provide telephone, walk-in, and e-mail support to the Help Desk Field\Faculty\Staff Help Desk, as needed. • Accurately document request history and work in Help Desk Ticketing System; documentation of efforts through the ticketing and inventory management systems. • Installation, configuration, set up and maintenance setup of desktop and laptop computer hardware and software for faculty, staff. • Managing system updates and patches and troubleshooting system issues. • Triage and route advanced second and third tier requests to the appropriate technical personnel. • Provide timely resolution of problem or escalation on behalf of the user by maintaining strong working relationships with IT professionals in areas such as network services, software systems engineers, and application developers. Minimum Qualifications • Administrative or secretarial experience involving the performance of a variety of clerical and administrative duties. • Experience with Microsoft office software including Outlook, Word, Excel, Access, PowerPoint, and Internet Explorer. • Experience using tools, such as PDQ and shell scripting, for configuration management, software deployment, and automation of routine tasks. • Understanding of application permissions and the ability to administer those permissions in conjunction with the direction of the DBHDS Information Security Team. • Understanding of IT audits and working with the DBHDS Security team in all IT related audits when requested. • Experience with monitoring servers (using provided monitoring tools) to ensure all areas of server performance are within operational limits. • Experience reviewing server configurations and identifying inconsistencies and deficiencies. Work with IT staff and SAIC to correct issues. (Ongoing activities.) • Knowledge of PowerApps admin duties to migrate apps and setup new or modify environments. • Ability to maintain all IT related software licenses purchase information and coordinate with the end users when renewals are needed. Additional Considerations • Knowledge of the Commonwealth of Virginia's purchasing requirements as they relate to IT equipment. • Experience in fiscal processes and computer related fields. • Microsoft Certified Professional, Comp TIA A+, NET +. 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. This position is eligible for telework opportunities; availability, hours, and duration of telework shall be approved as outlined in the Commonwealth telework policy. For consideration, interested applicants must apply by completing the online application. A resume may also be included with your submission. However, emailed, faxed, and hand-delivered applications and/or resumes will not be accepted. This position is open until filled; however, applications/resumes will begin to be reviewed within ten (10) business days of the date of this posting. Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. DBHDS welcomes all applicants authorized to work in the U.S. For more information on how to seek this authorization, please refer to Working in the United States or contact the U.S. Citizenship and Immigration Services office directly. For any technical assistance with the jobs.virginia.gov website, please contact applicantinquiry@dhrm.virginia.gov. Contact Information Name: Keiana Bobbitt Phone: N/A Email: keiana.bobbitt@dbhds.virginia.gov - Inquiries Only/No Submissions 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.