Job ID :
Company :
Virginia Information Technology Agency
Location :
Type :
Duration :
6 months
Status :
Openings :
Posted :
12 Sep 2013
Job Seekers, Please send resumes to

Complete Description:


*local candidates strongly preferred

**manager will only conduct personal interviews , NO exceptions


Provide technical assistance to computer system users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support.


Looking to fill an application help desk support position for the Office of Information Management (OIM). Serves as a liaison between the users and the various development teams for the many custom applications OIM supports; responds to user issues that come in via phone, email, or fax; troubleshoots user problems to identify hardware or software issues; provides resolution as appropriate; triages to someone else if unable to resolve directly; performs unit testing of OIM-developed applications prior to delivery to Quality Assurance; provides friendly and courteous customer service to all users; develops and maintains positive relationships with system owners, users, and developers; works as a team with other help desk staff members, maintaining constant communication with each other as well as backup staff as it relates to current activity, procedural changes, and scheduling; responsible for timely communication of issues and outages to the user community, peers and the development team; follows up with users prior to any major implementation for validation pre-implementation tasks; documents user issues in the OIM issue tracking tool, contributing to faster problem resolution; records accurate and complete information on all help desk calls; develops help sheets and frequently asked questions lists for end users; and produces and distributes release notes for various OIM applications.  



Skill        Required / Desired          Amount               of Experience

Experience with MS product suite (Word, Excel, Outlook. powerpoint etc.)         

Required             5              Years

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

Required             5              Years

Excellent analytical, problem solving and trouble shooting skills 

Required             5              Years

Experience working in a team environment supporting many application systems            

Required             5              Years

Excellent Oral and Written communication skills with appropriate grammar         

Required             10           Years

Experience supporting custom developed application systems  

Required             3              Years