Application/User Support Specialist

Title: Application/User Support Specialist

State Role Title: Policy and Planning Specialist I / 19131

Hiring Range: $65,000 - $85,000

Pay Band: 5

Agency: Department of Workforce Development and Advancement

Location: DWDA Central Office - Henrico, VA

Agency Website: jobs.virginia.gov

Recruitment Type: General Public - G

Job Duties

Come join our team at the Department of Workforce Development and Advancement (DWDA)! In 2023, bipartisan legislation consolidated a dozen workforce development programs and data systems from various existing Commonwealth of Virginia agencies to create the Department of Workforce Development and Advancement (DWDA), known as Virginia Works. On July 1, 2024, Virginia Works stood up as an independent agency dedicated to creating, sustaining, and retaining a highly skilled workforce, and committed to making sure Virginia Works for everyone.

Functions as an Application/User Support Specialist as a primary point of contact for all agency users requesting assistance with any aspect related to agency managed: data, telecommunications, desktop, printer, scanning, faxing, or information technology (IT) services. Responds to customer inquiries, phone calls, and emails; provides technical support, diagnoses problems, resolves issues, and ensures requests are handled appropriately; may travel to agency locations to install and/or maintain IT equipment; manages, administers, configures, maintains, monitors, troubleshoots and resolve issues related to end user applications and equipment; resets passwords; and administers agency managed user accounts, security groups, security roles, and assignment of security groups and roles to individuals. Effectively monitors and manages software license management and usage to achieve full licensing compliance. Analyzes, test, troubleshoot and evaluate existing network systems. Performs network maintenance to ensure networks operate correctly with minimal interruption.

Minimum Qualifications

• Knowledge of Microsoft applications, end user software, end user equipment and telecommunication networks; computer hardware, software and network configurations; and IT security threats, risks and mitigation.

• Strong oral and written communication, customer service, analytical and IT problem solution skills.

• Ability to provide first level support to end users; respond to queries in person and over the phone; troubleshoot routine software, desktop, and printer issues; run diagnostic programs, isolate problems, and determine and implement solution.

• Able to work independently, typically with tight deadlines and heavy workloads

Additional Considerations

• Education, training, and/or experience related to information technology or related field or a combination of relevant experience, educations and/or training.

• Experience in Help Desk operations providing quality customer service.

• Understanding of agency or Commonwealth of Virginia managed applications, desktops, laptops, and other devices.

• Familiarity with various software packages and technologies (e.g., Microsoft Office products, Adobe Acrobat, web browsers and anti-virus software); and experience working with VITA data and security related requirements.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Diversity and inclusivity are at the heart of what we do in Virginia, and the Virginia Works is committed to upholding these values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities.

Virginia Works is an Equal Opportunity Employer/Program, and a Virginia Values Veterans certified employer. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.

The selected candidate must successfully pass a comprehensive background check including an FBI fingerprint background investigation.

Applications for this position must be submitted electronically through this website. Mailed, emailed, faxed, or hand delivered applications and résumés will not be accepted.

Applications are not accepted after the recruitment closing date.

Please carefully review the details of this recruitment including the location of the position and the posted salary before applying. Virginia Works does not provide relocation assistance, and no salary will be offered outside of the posted salary range / flat rate.

Consideration for an interview is based solely on the information within the application (and/or resume). You must ensure your application/resume includes the scope of your experience, knowledge, skills, and abilities as it relates to the position you are applying for. Information not stated will not be assumed.

This website will provide a confirmation of receipt when the application is submitted for consideration.

For the status of your application and this position, please refer to your Jobs.Virginia.Gov account. We do not provide application status updates via email or telephone.

Auxiliary Aids and Services are available upon request to individuals with disabilities.
Applicants needing accommodations should contact the Human Resource office for additional information.

The Virginia Works does not provide sponsorship; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work in the US.

NOTICE: Virginia Works will record information from each new employee’s Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.

Contact Information

Name: Human Resources / Recruitment

Phone: For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account. We do not provide application status updates via phone.

Email: Careers@vec.virginia.gov for recruitment related questions. Emailed applications, resumes, or cover letters will not be accepted. For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account.

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.