Service Desk Technician #W5227

Title: Service Desk Technician #W5227

State Role Title: Info Technology Specialist I

Hiring Range: $55000 - $58350 per year (salary commensurate with experience)

Pay Band: 4

Agency: Department of Social Services

Location:DSS HOME OFFICE

Agency Website: Type: Agency Employee Only - A

Job Duties

At the Virginia Department of Social Services we put people at the center of everything we do. We believe that every Virginian can live a life of dignity and that all voices ideas and experiences contribute greatly to our pursuit of excellence. Inspired by continuous improvement we commit ourselves to listening learning and cultivating environments of trust respect and positive engagement. Together we are mission-driven eager to achieve and passionate about bringing the best of who we are to those we serve.

We design and deliver high-quality human services that help Virginians achieve safety independence and overall well-being. We are a $2 billion agency one of the largest in the Commonwealth of Virginia partnering with 120 local departments of social services and 31 community action agencies along with faith-based and non-profit organizations to promote the well-being of children adults and families statewide. We proudly serve alongside 1650 (state) and 12200 (local) human services professionals throughout the Social Services System who ensure that thousands of Virginias most vulnerable citizens have easy access to the services and benefits available to them.

The Service Desk Technician reports directly to the NOSC (Service Desk) Manager and serves as the agencys first-line technical resource for addressing and resolving technical and functional incidents and service requests as reported by agency staff and Local Departments of Social Services (LDSS) personnel throughout the Commonwealth. The position is extremely proactive and uses established industry best practices including the IT Infrastructure Library (ITIL) Service Operation processes of:

Incident Management
Request Fulfillment
Problem Management.

The primary duties of this position are:

Providing first-line technical support to users via phone email or chat.
Responding to user inquiries and troubleshooting technical issues related to hardware software and network systems.
Documenting tracking and prioritizing incidents and service requests using a ticketing system.
Following standard procedures for incident escalation when necessary.
Assisting with password resets account unlocks and various IT administrative and technical tasks.
Collaborating with Tier 2 and Tier 3 VDSS and VITA support teams to resolve complex issues.
Providing excellent customer service and ensuring timely resolution of user issues.
Continuously updating knowledge base articles and documentation to improve support efficiency.
Adhering to service level agreements (SLAs) and key performance indicators (KPIs) for response and resolution times.

The Service Desk Technician works in conjunction with the Service Desk Lead the NOSC Manager and IT Leadership to address operational issues and interfaces as needed with agency and LDSS leadership.

The Service Desk Technician supports all agency staff and leadership the extended DSS community including Regional Directors and LDSS Directors. In addition to these major areas of responsibility the Service Desk Technician will support other operational duties as assigned and will provide direct support to the Agency and LDSS customers.

Minimum Qualifications

Experience in Service Desk operations with an automated set of software tools including a service desk ticketing system.
Customer service experience supporting a large and diverse customer base.

KSAs and/or Competencies required to successfully perform the work:
Ability to provide first-line technical support of user inquiries and troubleshoot technical issues related to hardware software and network systems.
Knowledge of the IT Infrastructure Library Service Operation processes of Incident Management Request Fulfillment and Problem Management.
Excellent communication skills both written and verbal with the ability to proactively communicate with customers using various forums including email video conferences recorded videos phone chat and other means to ensure customers are aware of Service Desk capabilities and support functions follow through in resolving issues and escalate concerns to the appropriate management level as needed.
Customer Service The Service Desk Technician is dedicated to customer service and has a deep commitment to supporting all customers.

Additional Considerations

Certification: Service Desk Institute (SDI) certification or similar Help Desk certification and IT Infrastructure Library (ITIL) Foundation certification.

Special Instructions

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

Selected candidate(s) must successfully pass a fingerprint-based criminal history background check. A record of criminal history does not automatically bar an applicant from consideration. Employment verification will be conducted to include current/previous supervisory employment reference checks.

VDSS will record information from each new employees Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.

To be considered for this position you must submit a Commonwealth of Virginia application or resume through the on-line Virginia Jobs (PageUp) employment site no later than 11:55 p.m. on the closing date listed. Each application is reviewed for documentation that shows the applicant meets the minimum and additional considerations as stated in the job announcement. The decision to interview an applicant is based on the information provided. Multiple positions may be filled from this recruitment within 90 days of the closing date.

In addition to a rewarding work experience VDSS offers excellent health and life insurance benefits pre-tax spending accounts state funded Short and Long Term Disability paid holidays vacation tuition assistance free wellness programs and a state retirement plan with options for tax-deferred retirement savings including employer matching Employee Benefits.

The Virginia Department of Social Services (VDSS) is an Equal Opportunity Employer and encourages diversity within its workforce.

VDSS does not provide sponsorship.

This position may be eligible for telework opportunities; availability hours and duration will be in accordance with the Commonwealths Teleworking policy.

VDSS is an official certified state agency that values the service and experience of our Veterans. As such Veterans are encouraged to apply and receive preference in the hiring process. AmeriCorps Peace Corps and other national service alumni also are encouraged to apply. Reasonable accommodations are available to applicants if requested during the application and/or interview process.

If you have been affected by Policy 1.30 Layoff as a state employee and possess a valid Interagency Placement Screening Form (Yellow Form) or a Preferential Hiring Card (Blue Card) you must submit this document through the Virginia Jobs (PageUp) employment site when you apply.

Contact Information

Name: VDSS Division of Human Resources

Phone:

Email:

In support of the Commonwealths 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 .

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.