What are the responsibilities and job description for the End User Support Specialist position at Dept of Health Professions?
Title: End User Support Specialist
State Role Title: Info Technology Specialist I
Hiring Range: From $58,600 Commensurate with experience
Pay Band: 4
Agency: Dept of Health Professions
Location: Dept of Health Professions
Agency Website: www.dhp.virginia.gov
Recruitment Type: General Public - G
Job Duties
A satisfying and rewarding employment opportunity awaits you at the Virginia Department of Health Professions!
The Virginia Department of Health Profession's (DHP) mission is to ensure safe and competent patient care by licensing health professionals, enforcing standards of practice, and providing information to health care practitioners and the public.
The End User Support Specialist provides technical support and guidance to DHP Staff; assists in the coordination of technology services with Virginia Information Technology Agency (VITA) and infrastructure providers; plays a lead role in PC Refresh and migration activities; maintains technical inventory and makes recommendations on technology and/or process improvements; assists the boards with setting up meetings and technology issues in the Conference Center. This role is essential in helping provide greater IT resources to DHP personnel so they can meet the strategic goals of the agency.
DHP offers a wealth of benefits and perks to its employees including free parking for days in the office and telework opportunities!
Minimum Qualifications
- Considerable knowledge supporting and troubleshooting of Microsoft Operating Systems and Office Products including Office 365 and Microsoft Teams.
- Advanced knowledge of supporting and troubleshooting Cloud services such as Box and SharePoint.
- Demonstrated ability and skill to analyze, evaluate, and resolve IT problems.
- Advanced knowledge of supporting and troubleshooting VPN, authentication, and encryption issues.
- Considerable knowledge working with Audio/Visual equipment and video conferencing using multiple software technologies (Zoom, Webex, Microsoft Teams, etc.)
- Extensive IT customer service knowledge and understanding of customer business needs and the ability to recommend the appropriate technology and process solution(s) to meet business needs and requirements.
- Technical knowledge of remote support operations and procedures.
- Advanced knowledge of managing IT Inventory.
Non-Technical Skills Required:
- The ability to communicate effectively, both orally and in writing, with all levels of customers, to include staff, field personnel, other state agencies, and Commonwealth partnership vendors.
- Strong customer service skills.
- Ability to work under pressure during critical business service outages.
- Ability to coordinate multiple assigned projects and priorities and meet established deadlines.
Additional Considerations
- Considerable experience working with VITA for various reasons to include the ordering of IT equipment and scheduling refresh tasks.
- Experience providing technical support to users on PCs, applications, and networking; and working with Microsoft products to include Windows, Office; and a variety of web browsers (Chrome, Internet Explorer, Edge, Mozilla).
- Experience using various cloud services including Box, Microsoft SharePoint, Microsoft OneDrive.
- Experience providing support on Commonwealth of Virginia network and agency applications preferred.
- Experience supporting and troubleshooting of Dell, HP, or other computer hardware.
- Experience working with Incident/Request Management systems such as Keystone Edge/ServiceNow or other similar system.
- Experience supporting Apple and Android operating systems on portable devices.
- Experience in End User education and instruction.
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.
DHP accepts only on-line applications. Faxed, mailed, or e-mailed applications will not be considered. Applications are accepted until 11:55 p.m. on the job closing date. Applications and/or resumes should include relevant work history and duties/responsibilities which indicates your qualifications for this position. Please be as detailed as possible in your application. Assumptions will not be made regarding your experience.
- As an employee of this agency, you are required to review and sign the Department's Confidentiality Statement, which will be retained in your personnel file.
- As an employee of this agency, you are required to review and sign the Agency's Code of Ethics, which will be retained in your personnel file.
- As an employee of this agency, you are required to successfully complete computer systems security training prescribed by this agency and in accordance with the Virginia Information Technologies Agency (VITA). Successful completion of initial training and any subsequent updates is a condition of employment.”
- This position will require lifting up to 40 pounds
- A criminal background is required for this position.
Contact Information
Name: Human Resources
Phone: 000-000-0000
Email: recruitment@dhp.virginia.gov
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.
Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force. Equal Opportunity Employer
Salary : $58,600
