Help Desk Support Specialist

Commonwealth of VA Careers; Richmond (VA); On-site; USD 68,000 - 75,000; Full time

Job summary

Virginia Department of Criminal Justice Services in Richmond, VA is seeking a full-time Help Desk Support Specialist (Info Technology Specialist II) to resolve hardware and software issues, manage inventory, and coordinate with VITA on upgrades. The role emphasizes security practices, end-user training, and proactive problem solving.

The successful candidate will have proven helpdesk experience, strong customer service, and the ability to work independently and in teams, with familiarity in

Qualifications

• Experience providing helpdesk and desktop support.
• Demonstrated experience with PCs, laptops, tablets and other hardware.
• Experience with Windows 10 and Windows 11.
• Strong customer service and communications skills.
• Knowledge of help desk ticketing systems.

Responsibilities

• Resolve hardware and software issues on desktops, laptops, tablets, printers, scanners, or monitors, including Microsoft Office applications.
• Maintain an inventory of agency software and hardware.
• Work with VITA to manage the refresh process and provide equipment upgrades.
• Provide and promote VITA approved security processes for file sharing and other applications.
• Conduct an annual PC review with end users to ensure security compliance and improve experience.
• Ensure that there is a backup process in place for local PC requirements.
• Assist with special projects as assigned by the manager, including projects from VITA.

Skills

Customer service

Troubleshooting

Communication

Team player

Self-motivated

Strategic thinking

Time management

Tools

Windows 10

Windows 11

Office Suite

Job description

Title: Help Desk Support Specialist

State Role Title:Info Technology Specialist II

Hiring Range: The starting salary range is $68,000 to $75,000.

Pay Band: 5

Agency: Dept of Criminal Justice Svcs

Location:Dept of Criminal Justice Serv.

Agency Website:www.dcjs.virginia.gov

Recruitment Type: General Public - G

Job Duties

VIRGINIA DEPARTMENT OF CRIMINAL JUSTICE SERVICES ADVERTISEMENT
ROLE TITLE: Information Technology Specialist II
Working Title: Help Desk Support Specialist
Pay Band: 5
Position #: 00334
The Department of Criminal Justice Services is seeking a collaborative and innovative team player to serve as a full-time Help Desk Support Specialist in Richmond, Virginia. This position supports all aspects of the criminal justice system. Public service offers the opportunity to do important rewarding work while maintaining a healthy work-life balance. If you want to be part of an agency that cares about our constituents, rigorously advocates and promotes opportunities for all Virginians, we’d love to have you join us!
What you will do:

• Help to resolve issues that staff encounter with their hardware and/or software, including desktops, laptops, tablets, printers, scanners, or monitors, as well as Microsoft Office applications.
• Maintain an inventory of agency software and hardware.
• Work with VITA to manage the refresh process in order to provide equipment upgrades.
• Provide and promote VITA approved security processes for file shares, file sharing, and other applications.
• Conduct an annual PC review with each end user with the purpose of providing the information to VITA, ensuring security compliance, improving the end user experience, and educating the end user.
• Ensure that there is a backup process in place to accommodate local PC requirements.
• Assist with special projects as assigned by the manager, including projects from VITA.

Minimum Qualifications

• Experience providing helpdesk and desktop support.
• A strong work ethic and exceptional customer service skills.
• Demonstrated experience with PCs, laptops, tablets and other hardware.
• Demonstrated experience with Microsoft operating systems including Windows 10 and Windows 11.
• Detailed experience with Microsoft Office and application support.
• Demonstrated skills with supporting remote users.
• Working knowledge of help desk ticketing systems.
• Basic understanding of computer networking.
• Troubleshooting skills with ability to resolve problems quickly and thoroughly.
• Documented experience working as an active, contributing team member, as well as an independent and self-motivated employee.
• Good oral communications skills with the ability to interact with all levels of agency personnel.
• Ability to think strategically and cross culturally, and independently implement new initiatives and projects.
• Ability to articulate, both orally and in written form, clear and concise program objectives and goals and summarize achievements of programs in reports and other documents as requested.
• Demonstrated ability to meet critical deadlines, handle multiple assignments, changing priorities, and ensure timeliness and quality of completed assignments.

Additional Considerations

• Experience working with VITA or state government.
• A+ Certification or relevant work experience.

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.

Interview candidates may be required to demonstrate the skills and abilities necessary for satisfactory performance of work. The candidate selected for the position must successfully complete a criminal background investigation. The individual may also be responsible for submitting an annual Statement of Personal Economic Interest. In addition, the selected candidate who begins original employment or re-employment in this position must serve a 12-month probationary period effective from the date of employment. The starting salary range is $68,000 to $75,000 plus the state’s benefits package.
Applications for this position are only accepted electronically through the Commonwealth of Virginia’s Electronic Recruitment System at https://www.jobs.virginia.gov/home. All applications should be submitted by 11:55 pm on October 9, 2026. The application and supplemental questions must be completed in a comprehensive manner and reference any pertinent knowledge, skills, and abilities as well as any previous experience that relates to the position. Fax, email, or mail applications will not be accepted. Résumés and cover letters may be attached to the online application.
The Virginia Department of Criminal Justice Services is an Equal Employment Opportunity employer. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any accommodations in order to participate fully in our recruitment experience. Contact us at [phone] to notify us of any needs related to completing the job application. AmeriCorps, Peace Corps, and other National Service Alumni are encouraged to apply. The Department also encourages and invites veterans to apply.
The Immigration Reform and Control Act requires that before we can legally employ an individual, we must verify both the identity and employment authorization of the individual. The Virginia Department of Criminal Justice Services uses Form I-9 to satisfy this requirement. Form I-9, instructions, and the List of Acceptable Documents can be found at https://www.uscis.gov/i-9. The Virginia Department of Criminal Justice Services does not offer sponsorship for employment purposes; therefore, the selected candidate will need to be able to provide acceptable documents in accordance with Form I-9 (use link above for more details). Additionally, the Virginia Department of Criminal Justice Services participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For additional assistance with this requirement, please contact [e-mail].

Contact Information

Name: Lauren Myers

Phone: [phone]

Email: [e-mail]

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.