Technical Support Specialist

2 weeks ago

Richmond, Virginia, United States Virginia Department of Human Resource Management Full time

Technical Support Specialist

Job Type: Full-Time (Salaried)

Location: Virginia

Categories: Information Technology

Position Overview:

The Technical Support Specialist is a vital member of the Virginia Department of Human Resource Management, serving as the primary technical support resource for agency personnel. This role is dedicated to addressing and resolving technical issues and service requests reported by staff across the organization.

Key Responsibilities:

The Technical Support Specialist will:

  • Deliver first-line technical assistance to users through various communication channels.
  • Respond to inquiries and troubleshoot issues related to hardware, software, and network systems.
  • Document and prioritize incidents and service requests using a ticketing system.
  • Follow established procedures for escalating incidents when necessary.
  • Assist with user account management tasks such as password resets and account unlocks.
  • Collaborate with advanced support teams to resolve complex technical challenges.
  • Provide exceptional customer service, ensuring timely resolution of user issues.
  • Maintain and update knowledge base articles to enhance support efficiency.
  • Adhere to service level agreements (SLAs) and performance metrics for response and resolution times.

Qualifications:

To be successful in this role, candidates should possess:

  • Experience in technical support operations with automated software tools.
  • Strong customer service skills with a commitment to supporting a diverse user base.

Skills and Competencies:

Essential skills include:

  • Ability to provide effective technical support and troubleshoot various technical issues.
  • Knowledge of IT service management processes.
  • Excellent communication skills, both written and verbal, with the ability to engage with users through multiple channels.
  • A strong dedication to customer service and a proactive approach to problem-solving.

Additional Considerations:

Preferred certifications include:

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

Application Process:

Interested candidates should submit their application through the designated employment portal. All applications will be reviewed to ensure they meet the minimum qualifications outlined in the job announcement.

The Virginia Department of Human Resource Management is an Equal Opportunity Employer, committed to fostering a diverse workforce.

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