Application/User Support Specialist (Central Office/Henrico) #03374
About The Position
Functions as an Application/User Support Specialist as a primary point of contact for all agency users requesting assistance with any aspect related to agency managed: data, telecommunications, desktop, printer, scanning, faxing, or information technology (IT) services. Responds to customer inquiries, phone calls, and emails; provides technical support, diagnoses problems, resolves issues, and ensures requests are handled appropriately; may travel to agency locations to install and/or maintain IT equipment; manages, administers, configures, maintains, monitors, troubleshoots and resolve issues related to end user applications and equipment; resets passwords; and administers agency managed user accounts, security groups, security roles, and assignment of security groups and roles to individuals. Effectively monitors and manages software license management and usage to achieve full licensing compliance. Analyzes, test, troubleshoot and evaluate existing network systems. Performs network maintenance to ensure networks operate correctly with minimal interruption.
Requirements
- Demonstrated knowledge of Microsoft applications, end-user software, end-user equipment, and telecommunication networks.
- Demonstrated knowledge of computer hardware, software, and network configurations.
- Demonstrated knowledge of IT security threats, risks, and mitigation.
- Demonstrated strong oral and written communication skills.
- Demonstrated strong customer service skills.
- Demonstrated strong analytical skills.
- Demonstrated strong IT problem-solving skills.
- Demonstrated ability to provide first-level support to end-users.
- Demonstrated ability to respond to queries in person and over the phone.
- Demonstrated ability to troubleshoot routine software, desktop, and printer issues.
- Demonstrated ability to run diagnostic programs, isolate problems, and determine and implement solutions.
- Demonstrated ability to work independently, typically with tight deadlines and heavy workloads.
Nice To Haves
- Understanding of agency or Commonwealth of Virginia managed applications, desktops, laptops, and other devices.
- Familiarity with various software packages and technologies (e.g., Microsoft Office products, Adobe Acrobat, web browsers and anti-virus software).
- Experience working with VITA data and security related requirements.
Responsibilities
- Provide technical support to agency users for data, telecommunications, desktop, printer, scanning, faxing, or IT services.
- Respond to customer inquiries via phone and email.
- Diagnose and resolve technical issues.
- Install and maintain IT equipment at agency locations.
- Manage, administer, configure, maintain, monitor, troubleshoot, and resolve issues related to end-user applications and equipment.
- Reset passwords and administer agency-managed user accounts, security groups, and roles.
- Monitor and manage software license management and usage for compliance.
- Analyze, test, troubleshoot, and evaluate existing network systems.
- Perform network maintenance to ensure minimal interruption.
Benefits
- Confirmation of receipt when application and/or résumé is submitted successfully.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
