Help Desk Support Specialist

DHRM•Richmond, VA

1d•Onsite

About The Position

The Department of Criminal Justice Services is seeking a collaborative and innovative team player to serve as a full-time Help Desk Support Specialist in Richmond, Virginia. This position supports all aspects of the criminal justice system. Public service offers the opportunity to do important rewarding work while maintaining a healthy work-life balance. If you want to be part of an agency that cares about our constituents, rigorously advocates and promotes opportunities for all Virginians, we’d love to have you join us!

Requirements

Experience providing helpdesk and desktop support.
A strong work ethic and exceptional customer service skills.
Demonstrated experience with PCs, laptops, tablets and other hardware.
Demonstrated experience with Microsoft operating systems including Windows 10 and Windows 11.
Detailed experience with Microsoft Office and application support.
Demonstrated skills with supporting remote users.
Working knowledge of help desk ticketing systems.
Basic understanding of computer networking.
Troubleshooting skills with ability to resolve problems quickly and thoroughly.
Documented experience working as an active, contributing team member, as well as an independent and self-motivated employee.
Good oral communications skills with the ability to interact with all levels of agency personnel.
Ability to think strategically and cross culturally, and independently implement new initiatives and projects.
Ability to articulate, both orally and in written form, clear and concise program objectives and goals and summarize achievements of programs in reports and other documents as requested.
Demonstrated ability to meet critical deadlines, handle multiple assignments, changing priorities, and ensure timeliness and quality of completed assignments.

Nice To Haves

Experience working with VITA or state government.
A+ Certification or relevant work experience.

Responsibilities

Help to resolve issues that staff encounter with their hardware and/or software, including desktops, laptops, tablets, printers, scanners, or monitors, as well as Microsoft Office applications.
Maintain an inventory of agency software and hardware.
Work with VITA to manage the refresh process in order to provide equipment upgrades.
Provide and promote VITA approved security processes for file shares, file sharing, and other applications.
Conduct an annual PC review with each end user with the purpose of providing the information to VITA, ensuring security compliance, improving the end user experience, and educating the end user.
Ensure that there is a backup process in place to accommodate local PC requirements.
Assist with special projects as assigned by the manager, including projects from VITA.