Help Desk Technician

Title: Help Desk Technician

State Role Title:Salary Non-Specified

Hiring Range: Minimum starting salary $59488 commensurate with experience.

Pay Band: UG

Agency: VA Workers Compensation Comm

Location:RICHMOND HEADQUARTERS

Agency Website: Type: General Public - G

Are you a dedicated IT professional excited by the opportunity to support the Virginia Workers Compensation Commission in its mission to serve injured workers employers and stakeholders across the Commonwealth Do you bring a strong commitment to responsive empathetic and technically sound support that ensures seamless access to VWCs digital services

From assisting users with account issues and troubleshooting system errors to guiding team members through new processes do you aim to be a reliable and reassuring presence at the front line of technical support Do you believe that every interactionwhether resolving a software glitch navigating a new platform or explaining a system upgradeis a chance to reinforce trust in the Commissions technology and services

Are you eager to contribute to a team that values integrity accessibility and excellence in public service This is the job for you!

Job Duties

The Information Services department is comprised team members which support all technology used by the Commission. The Help Desk team supports the Commissions internal users with their technology. The Help Desk Technician provides the day-to-day technical support operations to end users by troubleshooting hardware software and network-related issues.

We are seeking a candidate that will be responsible for logging managing and resolving incidents service requests and problem tickets. The technician is responsible for escalating complex issues and ensuring timely communication and resolution to maintain user productivity and satisfaction by providing excellent customer service.

The technician serves as a primary point of contact for technical assistance within the organization. The technician is responsible forproactive and longer-running operational project tasks at the direction of the Help Desk Supervisor such as asset management (hardware/software inventory) configuration management hardware/software upgrades. The technician is responsible for conforming to and updating IS policies and procedures. The technician also conducts mentoring and training by creating and updating faqs job aides procedures and other training material to be used by VWC team members.Must past criminal background check as a condition of employment.

VWC Compensation Structure

Virginia Workers Compensation Commission is an independent agency which allows us to have a more competitive and unique pay structure. This position is a pay grade 7 based on a 14 grade pay structure. Our positions are not classified under DHRMs pay bands.

Telework Structure

Our agency is currently using a hybrid model for teleworking. Our positions at this time are not 100% teleworking. All candidates would be expected to report to our Headquarters/Regional Office as requested. Telework scheduling is at the discretion of the Manager based on the business needs of the department. Upon hire candidates should expect to have all training and orientation conducted at the Headquarters Office.

Virginia Workers Compensation Commission Overview:

Led by a Senior Leadership team consisting of three Commissioners an Executive Director and a Chief Deputy Commissioner. Our mission is to serve injured workers victims of crimes employers and related industries by providing exceptional services resolving disputes and faithfully executing the duties entrusted to us by the Commonwealth of Virginia. Our vision is to lead the nation as the most effective and innovative state agency. VWC employees demonstrate seven core values: innovation respect accountability reliability impartiality integrity and effectiveness.

We are a Virginia Values Veterans (V3) official certified state agency that supports Veterans and Members of the Reserves and/or National Guard. If you are a Veteran or Spouse of a Veteran or Active Military Member we urge you to respond accordingly on your state application. Virginia Workers Compensation Commission is an Equal Opportunity Employer and we encourage diversity within our workforce. Virginia Workers Compensation Commission does not provide sponsorship for employment.

VWC is the recipient of the following awards:

• 2022 - 2025 Top USA Workplace
• 2021 - 2025 Top Workplace Richmond Region
• 2023 - 2025 Top Award for Mid-Sized Companies
• 2022 - 2023 Doers Award
• 2024 Managers Award
• 2025 Leadership Award McGill

Minimum Qualifications

• Valid Virginia Drivers License and positive points on driving record required.
• Thorough knowledge of PC technology and applications with primary focus in Microsoft products including M365 applications and administration.
• Knowledge of and ability to work within ITIL and ITSM framework and processes.
• Ability to analyze and diagnose routine computer operations problems and to install configure and troubleshoot the latest Windows environment.
• Experience working in a customer service environment with strong customer service organizational and oral and written communication skills.
• Ability to conduct mentoring and training including creating and updating training documentation.
• Ability to create update and maintain procedures faqs job aides and other training materials or documentation.
• Ability to document ticket status and progress in ITSM Ticketing System (i.e. Footprints Jira Service Management ServiceNow FreshService etc.).
• Ability to work project related tasks and provide status reporting to supervisor and team.
• Ability to track inventory of hardware and software.
• Ability to utilize common AI tools (i.e. ChatGPT Copilot Gemini and more) to assist in researching technical issues and aide in efficiency.
• Ability to identify collect organize and present pertinent performance metrics to Supervisor regarding organizational goals.
• Ability to execute tasks for detailed projects to improve operational efficiency.
• Ability to work independently and escalate appropriately when needed.
• Experience troubleshooting computer software and computer hardware and/or peripheral related problems and working in a customer service environment.
• Experience as an individual contributor as a part of project implementations preferred.
• Experience working on or with a structured help desk environment with help desk ticketing tools (i.e. Footprints Jira Service Management ServiceNow FreshService).
• Significant experience with Windows OS and M365 applications
• Experience with basic networking concepts (TCP/IP DNS DHCP).
• Experience with remote support tools (i.e. BMC TeamViewer Remote Desktop).
• Significant experience with video conferencing and chat tools (i.e Webex Teams Zoom).
• Experience mentoring and training others creating and updating training materials.
• Familiarity with Active Directory including password resets and account management.

Additional Considerations

• Microsoft Certified IT Professional - Enterprise Support Technician CompTIA A or equivalent preferred
• ITIL certification preferred

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.

Contact Information

Name: Amy Habel

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.