Information Systems Support Specialist II (Internal Applicants Only)

Virginia Department of Social Services•Orange, VA

22h•Onsite

About The Position

Information Systems Support Specialist II is the specialist level in the occupational group for Information Systems Support positions. Employees are responsible for serving as the network administrator for the Local Area Computer Network (LAN) by assuring that the network and its applications are available to users and analyzing and resolving problems. The Information Systems Support Specialist II is distinguished from the Information Systems Support Supervisor by the latter’s providing supervision, guidance, support, consultation and training to user employees, other technicians, and others in the installation, operation, application and maintenance of various types of information/communications technology and performs routine analysis, program design, coding and relating systems analysis tasks.

Requirements

Considerable knowledge of: data processing operations, microcomputers, mainframe computer hardware configurations, and network monitoring software packages.
Skill in operating, repairing, installing, initial configuration, and maintaining microcomputer and network equipment.
Demonstrated ability to: analyze and diagnose computer operations problems such as those encountered in the operation of the Local Area Network; maintain clear and concise problem logs; communicate effectively both orally and in writing with both technical and non-technical personnel; exercise independent judgment in the performance of duties; plan and schedule work; maintain a professional and effective working relationship with users, use good judgment, tact, and be courteous; interpret and implement administrative policy; and successfully complete and utilize ongoing training modules and train others.
Associate degree or equivalent technical technician program in the operation of peripheral equipment, microcomputers, and local area networks supplemented with related work experience in microcomputer repair, installation and troubleshooting OR any equivalent combination of training and experience which provides the required knowledge, skills and abilities.
Considerable experience performing similar duties.
Technically savvy with strong problem-solving, customer service, time management, and organizational skills.
Ability to maintain confidentiality and exercise sound judgment.
Excellent written and verbal communication skills, including the ability to clearly and accurately document and explain complex technical concepts, policies, and procedures to all levels of technical and non-technical staff.
Strong interpersonal skills and the ability to build and maintain effective working relationships with colleagues, IT partners, contractors, and suppliers.
Proficiency with Microsoft Windows, Teams, SharePoint, Outlook, Word, and Excel.
Strong understanding of current computer and networking hardware and software.
Working knowledge of network protocols, cabling, remote access technology, and information security risks and mitigation practices.
Ability to work at a computer for extended periods, as well set up workstations and equipment, which will require occasional bending, crawling, kneeling, and lifting up to 50 pounds.
Associate degree in IT and/or relevant IT training program, supplemented with related work experience in computer repair, installation, and troubleshooting or any equivalent combination of training and experience which provides the required knowledge, skills, and abilities.
Applicants will be subject to a Criminal History Background search, Central Registry search and DMV/driving record check. The investigation may include fingerprint checks (State Police, FBI), local agency checks, employment verification and references, verification of education (relevant to employment), credit checks (relevant to employment) and other checks requested by the hiring authority.
All offers of employment are contingent upon satisfactory results of the required checks and screenings.
Driving record and valid license must be submitted before actual start date if being considered for employment.
All Orange County Department of Social Services employees are required to work in a community emergency shelter in the event of a natural disaster or emergency.

Nice To Haves

Demonstrated experience in successful support administration for the wide variety of systems, applications, tools, hardware, and peripherals utilized by VDSS LSO's and OCDSS staff, including but not limited to: Adobe applications, BitLocker, Bitwarden, Cisco AnyConnect, Virtru Encryption, COMPASS, COVLC, CyberArk, DMIS, EBT, ECC, eScribers, Global Protect and other VPN applications, InOutBoard, internet browsers including Chrome, Edge, Mozilla Firefox and Safari, LASER, LDAP, ThousandEyes, MicroSoft Windows, Microsoft BitLocker, Microsoft 365, Microsoft Desktop Applications including Teams, Outlook, Word, OneDrive, OneNote, and Excel, MicroSoft CoPilot, Okta MFA, Peer Place, Perceptive, PLSG portal, RSA soft tokens, Rushmore, Safe Measures, SAMS, SAVE, SharePoint, Smartsheet, SPIDeR, SVES, Thomas Brothers, VaCMS, VaMMIS, Virtru and other encryption applications, VITA Service Now, VITA Software Center, desktop phones, laptops, iPhones, iPads, various networking components, various laser and ink jet printers, Brother, Fujitsu, and Xerox scanners, postage meters, fax machines, and document shredders.

Responsibilities

Serves as network administrator for the Local Area Computer Network (LAN);
Assures that the network and its applications are available to users;
Resolves user problems as required;
Responds to a variety of inquiries related to LAN operation;
Takes corrective action as necessary to include analyzing problems;
Coordinates repairs with local data processing department or State Department of Social Services as required;
Troubleshoots when users encounter problems with State applications;
Serves as trainer for local and State information systems;
Administers the automated systems security procedures and provides support to users when needed to resolve systems access problems;
Serves agency as the Security Officer for all security issues related to County and/or State applications;
Employs problems solving techniques to resolve user problems related to system accesses, logon, passwords and user or device authorizations;
Maintains logs or other mechanisms to track and manage requests from end users for systems security;
Uses problem solving techniques to resolve problems which might involve any combination of operator error, or software anomaly;
Determines personal computer and/or mainframe hardware problems by determining the cause and corrects;
Logs problems and recommends equipment repair or replacement as required;
Ensures that problem is corrected with minimal downtime for the user;
Conducts structured telephone interviews to rule out various problem sources (for example software, hardware, modems, operator error, bad records) and guides the user through various tests, if appropriate, such as checking connections and modem boxes, powering up and down and running programs;
Prepares detailed statistical reports, records, and documents for input into the State computer system; and
Provides guidance to other personnel on computer problems.
Assist with coordination, implementation, and administration of new applications and systems.