IT Services Support Specialist

Title: IT Services Support Specialist

State Role Title: Info Technology Specialist I

Hiring Range: $50,000$69,000

Pay Band: 4

• Agency: Virginia Department of Health
• Location: NEW RIVER HQ

Agency Website: www.vdh.virginia.gov/newriver

• Recruitment Type: General Public - G

Job Duties

This position provides IT support to six (6) district locations and over 60 diverse employees of the Virginia Department of Health’s New River Health District, with varying levels of IT comfortability and technical skills. Services are provided in person and over the phone to ensure optimal operation of district clinic and community services. Routine duties include: answering calls from staff and troubleshooting IT issues; visiting local health departments to address IT concerns not met over the phone; serving as a liaison between district staff and VDH Office of Information Technology (OIM) staff and Virginia Information Technology Agency (VITA) staff; serving as the primary point of contact for all district IT functions and needs; working with district procurement staff to ensure IT purchases are necessary, appropriate, and cost effective; providing training to district staff on IT equipment, programs/software, and policies/procedures; maintaining the district IT inventory; processing district IT refresh reviews quarterly; ensuring equipment and IT services are up and running for off-site clinics and other events; developing tools, procedures, and other documents to address IT scenarios; assisting staff with data retrieval, creation of reports, and presentation of data; etc.

The position will work primarily during normal business hours, 8am-4:30pm, Monday through Friday, except state holidays; however, the incumbent may be asked to work outside these hours during declared emergencies and/or to address IT concerns not otherwise met during these hours.

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.


In addition to a rewarding work experience, VDH offers excellent employee benefits including health and life insurance, 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.

The Virginia Department of Health offers 13 paid holidays, medical, dental, vision and life insurance, retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan) as well as sick, family/personal, and annual leave.

Minimum Qualifications

Knowledge of IT infrastructure, mapping network drives and software installation

Knowledge of telephone etiquette and problems related to computer hardware and software

Excellent skills in Word, Excel, and Outlook; analysis; customer service; keyboarding; problem solving; troubleshooting; spelling and grammar skills; ability to communicate effectively verbally and in writing with individuals and groups

Strong Customer Service skills that include a “customer first” attitude

Ability to multitask; remain calm and patient; work independently and as a team member; provide clear and accurate explanations; follow standard operating procedures and guidelines; handle difficult customers using tact and diplomacy; navigate within application systems; distinguish between software and hardware issues; understand changing technologies; maintain confidentiality; make decisions using independent judgment; set priorities; work well under pressure; and triage and elevate issues when necessary

Additional Considerations

Experience analyzing and researching customer issues/complaints

Experience on a technical help desk; supporting and testing custom built applications; and working with issue tracking software

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.

VDH accepts only on-line applications. Faxed, mailed, or e-mailed applications will not be considered. Applications are accepted until 11:55 p.m. on the job closing date. Applications and/or resumes should include relevant work history which indicates your qualifications for this position.

Employment is contingent upon satisfactory results of a state and federal criminal history background check and the Department of Social Service’s Child Abuse and Neglect Central Registry check, U.S. HHSIG Exclusion List check, employment reference check and E-Verify. Other financial, credit, driving, background checks or completion of Statement of Economic Interests may be required for certain positions.

It is the policy of the Commonwealth and VDH that all aspects of human resource management be conducted without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists); sex; color; national origin; religion; sexual orientation; gender identity or expression; age; veteran status; political affiliation; disability; genetic information; and pregnancy, childbirth, or related medical conditions. VDH employees have a shared Code of Ethics, which can be found in the bottom banner of our website: www.vdh.virginia.gov.

If you have been affected by DHRM Policy 1.30 layoff and possess a valid Interagency Placement Screening Form (Yellow Card) or a Preferential Hiring Form (Blue Card), you must submit the card before the closing date for this position. The Card may be submitted with the state application as an attachment.

As a V3 (Virginia Values Veterans) employer VDH Welcomes Veterans to apply!

Supplemental Questions: You may be required to respond to position-specific questions at the end of this application. This information will help us evaluate your credentials and qualifications for the job. Failure to respond to any questions may disqualify you from further consideration.

Contact Information

• Name: Nicole Altizer
• Phone: 540-585-3327
• Email: nicole.altizer@vdh.virginia.gov

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.