Title: IT Support Specialist
Hiring Range: $56,074 - $75,000
Pay Band: 4
Agency: VA Dept of Transportation
Location: Fredericksburg District Office
Agency Website: www.jobs.virginia.gov
Recruitment Type: General Public - G
Job Duties
Responsible for agency-specific end user support services. Provide problem management, troubleshooting, and escalations to resolve customer problems. Create tech tips, job aids, and other tools to enhance customer experience. Work with VITA, NG and internal IT staff to ensure problems are resolved in a timely manner.
Core Duties:
- IT Support: Provide support to assigned information technology program area. Ensure activities are performed in compliance with VDOT and COV policies, procedures and guidelines. Ensure expert level support services are utilized to enhance IT troubleshooting capabilities to agency field staff for both hardware and software needs.
- Training Tools: Develop and implement user training tools on activities related to assigned information technology program area.
- Incident Resolution: Complete incident resolution at the highest levels of customer service.
- Help Requests: Ensure the accurate assignment of help requests to VDOT ITD.
Required Skills
- Skill in the use of troubleshooting tools and managing and administering desktops and wireless devices.
- Ability to troubleshoot hardware and software issues, and communicate solutions to staff to customers.
- Knowledge of customer service processes, procedures, and practices.
- Ability to communicate effectively orally and in writing with individuals and groups.
- Skill in the delivery of exemplary customer service.
- Extensive skill in the use of Microsoft Desktop products including but not limited to Windows XP, Windows 7, SharePoint 2010, Outlook, Exchange, and MS Office Suite.
- Skill in the use of Microsoft Desktop products including but not limited to Windows, SharePoint and Microsoft Office Suite.
- Knowledge of the fundamental concepts, practices and procedures related to information technology.
Education Level:
- Degree in Computer Science, Information Systems or related field preferred; equivalent experience or training may substitute for degree.
Experience Level:
- Experience working with help request tracking and reporting tools.
Minimum Qualifications
- Experience working with help request tracking and reporting tools.
- Strong customer service skills with a customer first attitude.
- Skill in the use of troubleshooting tools and managing and administering desktops and wireless devices.
- Ability to communicate effectively orally and in writing with individuals and groups.
- Extensive skill in the use of Microsoft Desktop products and MS Office Suite.
Preferred Qualifications:
- Knowledge of VDOT's computer applications and how they operate in a desktop environment.
- College degree in Computer Science, Information Systems or related field.
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.
If selected as a finalist, you will undergo:
- References and verification of work history
- DMV Records Check
- Fingerprint-based criminal history records check
Multiple positions may be filled from this recruitment.
We are a “Virginia Values Veterans” (V3) official certified company and state agency that provides hiring preference to Veterans and Members of the Virginia National Guard in support of Executive Order 29, (2010). If you are a Veteran or Virginia National Guard Member, we urge you to respond accordingly on your state application.
VDOT is an Equal Opportunity Employer. For more information, please visit “Information for VDOT Employees and Applicants”.
We have Shared Values and a Code of Ethics. Your success in our organization depends upon modeling these values, therefore, if in agreement, we welcome you to apply.
Contact Information:
Name: Sarah Ducann
Phone: 540-899-4288
Email: sarah.duncan@vdot.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 Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: Career Pathways for Individuals with Disabilities, or call DARS at 800-552-5019, or DBVI at 800-622-2155.