Title: Application/User Support Specialist (Central Office/Henrico) #03374
State Role Title: Info Technology Specialist II
Hiring Range: $57,733 - $85,000
Pay Band: 5
Agency: Department of Workforce Development and Advancement
Location: DWDA Central Office
Agency Website: https://www.virginiaworks.virginia.gov
Recruitment Type: State Employee Only - E
Job Duties
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
Demonstrated 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. Demonstrated strong oral and written communication, customer service, analytical and IT problem solution skills. Demonstrated 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. Demonstrated ability to work independently, typically with tight deadlines and heavy workloads.
Additional Considerations
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.
The Department of Workforce Development and Advancement. 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. DWDA 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.
The DWDA 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: DWDA 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.
Virginia Works (Virginia Department of Workforce Development and Advancement) is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. Language assistance services are available and free of charge. TTY/Virginia Relay 711
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.
Email: 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.
The Commonwealth of Virginia is located in the South Atlantic region of the United States. It was the 10th state to be admitted to the Union on June 25, 1788. Home to approximately 8 million residents, Virginia is the 12th most populous state in the United States. The capital is Richmond, and its most populous city is Virginia Beach.
The narrative history of the Commonwealth of Virginia often begins with the founding of Jamestown in 1607, near what is now modern day Williamsburg, Virginia. Jamestown became the first permanent English settlement in the New World, and the Virginia General Assembly, established on July 30, 1619, is now recognized as the oldest legislative body in the western hemisphere. When Virginia became a royal colony in 1624, the robust tobacco trade that had been developing in Virginia helped establish the American colonies as a powerful economic force. During the American Revolution, Virginia witnessed the final surrender of British forces at Yorktown and later became known as the birthplace of many revolution-era figures and future American presidents, including George Washington and Thomas Jefferson. To date, 8 United States presidents have been born in Virginia, more than in any other state.
The modern government of Virginia is nearly identical in structure to the federal government, and is divided into 3 branches, these being the executive, legislative, and judiciary branches. The Virginia General Assembly is comprised of the 100-member House of Delegates and the 40-member Senate. A governor and lieutenant governor are elected every 4 years. Governors cannot be elected to or serve consecutive terms. Virginia’s judicial system consists of the Supreme Court of Virginia and the Court of Appeals of Virginia, the Circuit Courts, and the lower General District Courts and the Juvenile and Domestic Relations District Courts. Virginia has 13 electoral votes in presidential elections, and possesses 11 seats in the U.S. House of Representatives.
