End User Support Specialist

Virginia Information Technologies Agency

1d • Onsite

About The Position

This position directly supports one of the key focus areas of DPOR’s IT Department. That area focuses on equipping DPOR staff by responsively and responsibly meeting their technology needs in a way that enables the staff to work effectively and efficiently. Responsible for managing and coordinating user technical support and serves as the primary resolution point. Identifies problems and deficiencies, and recommends changes/enhancements to internal processes, policies, and procedures, leading to maximum effectiveness of technology, telecom support, and inventory asset management.

Requirements

• Considerable experience providing IT help desk or technical support role
• Excellent, responsive customer service and communication skills
• Considerable experience producing help desk, technical, or other operational documentation
• Ability to efficiently use Word, Excel, PowerPoint, and Outlook for daily tasks, documentation, data entry, and communication
• Ability to prioritize tasks using sound judgment and minimal supervision
• Previous telecom experience (including mobile phones, desktop phones, and call center systems)

Nice To Haves

• Experience tracking IT asset inventory
• Knowledge of Microsoft Access
• Experience with Linux and Windows operating systems
• Experience with Identity and Access Management
• Familiarity with CMDB and Change Management

Responsibilities

• Managing and coordinating user technical support
• Serving as the primary resolution point for technical issues
• Identifying problems and deficiencies
• Recommending changes/enhancements to internal processes, policies, and procedures
• Ensuring maximum effectiveness of technology, telecom support, and inventory asset management

Benefits

• Affordable and comprehensive health benefits
• 13 paid state holidays
• Time off to volunteer
• Vacation leave
• Sick leave
• Personal leave
• Participation in the VRS retirement system (Hybrid 457 Deferred Compensation Plan)
• Free parking on the premises (DPOR)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed