End User Support Specialist Senior

Virginia Information Technologies Agency

1d•Onsite

About The Position

The Virginia Department of Health Profession's (DHP) mission is to ensure safe and competent patient care by licensing health professionals, enforcing standards of practice, and providing information to health care practitioners and the public. This position provides technical support and guidance to DHP staff and coordinates technology and cloud service needs with the Virginia Information Technology Agency (VITA) and other infrastructure partners. Leads PC refresh and migration initiatives, maintains the agency’s technical inventory, and recommends improvements to technology systems and operational processes. Supports regulatory boards by setting up audiovisual equipment and managing virtual meeting technology for presentations, trainings, public hearings, and other events held in the Conference Center. Additional responsibilities include installing, configuring, and troubleshooting hardware and software for all DHP end users. This role is critical in ensuring DHP personnel have the IT resources necessary to achieve the agency’s strategic objectives. This position is not remote and the selected applicant will be required to report to DHP headquarters located in Henrico, Virginia.

Requirements

Considerable knowledge supporting and troubleshooting of Microsoft Operating Systems and Office Products including Office 365 and Microsoft Teams.
Advanced knowledge of supporting and troubleshooting Cloud services such as Box and SharePoint.
Demonstrated ability and skill to analyze, evaluate, and resolve IT problems.
Advanced knowledge of supporting and troubleshooting VPN, authentication, and encryption issues.
Considerable knowledge working with Audio/Visual equipment and video conferencing using multiple software technologies (Webex, Microsoft Teams, etc.)
Extensive IT customer service knowledge and understanding of customer business needs and the ability to recommend the appropriate technology and process solution(s) to meet business needs and requirements.
Technical knowledge of remote support operations and procedures.
Advanced knowledge of managing IT Inventory.
Ability to troubleshoot and research technical issues, explain troubleshooting steps and provide how-to information with regard to a user’s technical abilities.
Ability to communicate effectively, both orally and in writing, with all levels of customers, to include staff, field personnel, other state agencies, and Commonwealth partnership vendors.
Strong customer service skills.
Considerable understanding of the VITA governance model and how agencies interact with it.
Extensive knowledge working with 3rd party vendors (SAIC, Ironbow, Verizon, Box, etc.)
Ability to work under pressure during critical business service outages.
Ability to coordinate multiple assigned projects and priorities and meet established deadlines.
Ability to rapidly adapt to a constantly changing environment.

Nice To Haves

Considerable experience working with VITA for various reasons to include the ordering of IT equipment and scheduling refresh tasks.
Experience providing technical support to users on PCs, applications, and networking; and working with Microsoft products to include Windows, Office; and a variety of web browsers (Chrome, Internet Explorer, Edge, Mozilla).
Experience using various cloud services including Box, Microsoft SharePoint, Microsoft OneDrive.
Experience providing support on Commonwealth of Virginia network and agency applications preferred.
Experience supporting and troubleshooting computer hardware.
Experience working with Incident/Request Management systems such as Keystone Edge/ServiceNow or other similar system.
Experience supporting Apple and Android operating systems on portable devices.
Experience in End User education and instruction.
Experience being responsible for all AV technical aspects of public meetings, trainings, presentations, and other events in a conference room environment.

Responsibilities

Provides technical support and guidance to DHP staff.
Coordinates technology and cloud service needs with VITA and other infrastructure partners.
Leads PC refresh and migration initiatives.
Maintains the agency’s technical inventory.
Recommends improvements to technology systems and operational processes.
Supports regulatory boards by setting up audiovisual equipment and managing virtual meeting technology for presentations, trainings, public hearings, and other events held in the Conference Center.
Installs, configures, and troubleshoots hardware and software for all DHP end users.
Ensures DHP personnel have the IT resources necessary to achieve the agency’s strategic objectives.