IT Help Desk Specialist #00006

Dept Of Emergency Management • Richmond, VA

391d • $55,000 - $65,000

About The Position

The Virginia Department of Emergency Management is seeking a qualified IT Help Desk Specialist to serve as the primary point of contact for customers needing assistance with client computing devices and software issues. This role involves collaboration with the VCCC Help Desk to educate agency staff on support requests and to resolve agency-specific issues. The ideal candidate will possess strong problem-solving skills and experience in supporting MS Windows and iOS operating systems, as well as MS Office products and audio/video conferencing tools.

Requirements

• Considerable experience supporting MS Office applications, email software, and data collection/reporting tools.
• Proficiency in supporting COTS (Commercial Off-The-Shelf) software, including Microsoft Office products and audio/video conferencing tools.
• Experience with Windows-based and iOS-based computing devices, including troubleshooting software and hardware issues.
• Attention to detail, with the ability to recognize and address recurring issues based on reported problems.
• Experience or training in end-user IT support, specifically testing and resolving issues related to Windows and iOS devices/software.
• Experience with a centralized ticketing system and creating technical documentation for a knowledge base.
• Ability to communicate clearly with both technical and non-technical personnel to quickly resolve issues.
• Experience in developing technical and non-technical documentation for systems such as Windows, iOS, and Microsoft Office.
• Ability to interact effectively with team members and peers to exchange information and develop strategies to solve problems and meet customer needs.
• Ability to multi-task and prioritize in a fast-paced, professional environment.
• Strong problem-solving skills, with the ability to identify issues, propose alternative solutions, and resolve them efficiently.
• Excellent interpersonal, verbal, and written communication skills.

Responsibilities

• Serve as the primary point of contact for customers seeking assistance with client computing devices and software issues.
• Collaborate with the VCCC Help Desk to ensure agency staff understand how to request support.
• Educate staff on submitting break/fix requests or new item requests.
• Address agency-specific issues and offer support to resolve problems.
• Develop user-friendly documentation for SharePoint and MS Teams to enhance the agency's knowledge library.
• Coordinate and track all agency end-user computing device assets.
• Identify and address emerging issues based on user-reported problems.

Benefits

• Negotiable salary within the hiring range of $55,000-$65,000
• Employment contingent upon satisfactory background checks
• Reasonable accommodations for individuals with disabilities during application and interview process
• Encouragement for minorities, individuals with disabilities, veterans, and people with National Service experience to apply

What This Job Offers

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