IT Services Support Specialist; VDHRN

Title: IT Services Support Specialist (VDHRN
055)

State Role

Title:

Info Technology Specialist I

Hiring Range: $64,000 to $69,000

Pay Band: 4

Agency: Virginia Department of Health

Location: ROANOKE HQ

Agency Website: (Use the "Apply for this Job" box below)..gov

Recruitment Type: General Public - G

Consider joining the Virginia Department of Health as we foster healthy and resilient communities. This is your opportunity to serve the public in the Business/Admin department at the Roanoke City/Alleghany Health District.

This position requires frequent travel between district locations. The incumbent must possess a valid driver’s license and have access to reliable personal transportation when needed to conduct official business. The position will travel throughout the Roanoke City/Alleghany Health District, including Roanoke City, Salem, Vinton, Botetourt (Fincastle), Covington, Clifton Forge, and Craig County (New Castle), to provide on-site IT support and address the technology needs of each location.

Job Description:

Position serves as Information Technology Support Specialist, responsible for agency-specific end user support services and systems access requests. Requires a knowledge of fundamental concepts, practices, procedures, and existing policies and guidelines in the area of information technology, as well as the ability to apply specialized concepts, practices, procedures, and policies to meet customer needs and requirements, with the outcome of enabling users to perform necessary work functions effectively and positively impacting the quality and availability of services to users.

• Provides customer end user support service for requests received through multiple contact avenues, including telephone, in-person, email and IT Service Management tools
• Provides problem management, troubleshooting, and escalations to resolve customer IT issues
• Provides support for user inquiries associated with Microsoft desktop products including but not limited to Windows, SharePoint, MS Office Suite, and Gmail
• Serves as a liaison between the users and various development teams for multiple agency applications supported by OIM

• Supports agency Information Security Officer; conducts data collection and reporting for security incidents and Security Awareness training; works with internal and external clients, management, and OIM IT staff to perform security control assessment and control compliance

• Processes agency wide requests received via multiple methods using IT Service Desk application

• Identifies and documents IT Customer Support processes and services; collaborates with coworkers, developers, and supervisor to create internal process scripts and external customer technical instructions

• Asset management support activities including hardware asset Moves, Adds, Change, and Deletes (MACD); and software management and deployment
• Supports VITA statewide infrastructure upgrades and improvements including network connectivity, telecommunications, and networked print devices
• Reviews and recommends procurement of technology hardware and software

May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor. May be required by VDH to adjust work hours, location, and job duties and participate in training to meet public health business needs, including emergencies. If this position is designated as a mobile worker, this includes both working in the field and teleworking at an alternate location when not in the field or during an emergency closing.

You may be required to periodically come into your assigned office to attend meetings or training.

The Virginia Department of Health (VDH) is dedicated to protecting and promoting the health of Virginians. The VDH is made up of a statewide Central Office in Richmond and 35 local health districts.

Who We Are:

The Roanoke City and Alleghany Health Districts (RCAHD) are two health districts in the Commonwealth of Virginia under the Virginia Department of Health and employ approximately…