Title: Help Desk Technician
State Role Title: Salary Non-Specified
Hiring Range: Minimum starting salary $59,488, commensurate with experience.
Pay Band: UG
Agency: VA Workers' Compensation Comm
Location: RICHMOND HEADQUARTERS
Agency Website: https://workcomp.virginia.gov/
Recruitment 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 VWC’s 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 interaction—whether resolving a software glitch, navigating a new platform, or explaining a system upgrade—is a chance to reinforce trust in the Commission’s 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 Commission's 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 for proactive 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 DHRM's 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:
Minimum Qualifications
Additional Considerations
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: 804-205-3571
Email: HR.recruiting@workcomp.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.