IT Helpdesk Technician, Position no. 04501 (Hourly/Wage)

Virginia Information Technologies Agency•Richmond, VA

1d•Onsite

About The Position

The Virginia Department of Motor Vehicles is looking to hire an IT Help Desk Technician for a position within its IT Services Administration at its headquarters location in Richmond, VA. The IT Help Desk Technician is responsible for creating, updating, and resolving level I and II incidents, as well as service requests, created by DMV employees, VITA, and various vendors and service providers that are crucial to DMV Service Delivery. Additionally, they are responsible for triaging and escalating high priority incidents to the applicable support team. The Virginia Department of Motor Vehicles (DMV), headquartered in Richmond, Virginia, serves approximately 6.2 million licensed drivers and ID card holders with over 8.4 million registered vehicles. In addition, DMV serves a wide array of businesses, including dealers, fuels tax customers, rental companies, driving schools, other state agencies, local governments, and non-profit organizations. DMV operates upon five fundamental core values: Trustworthiness, Respect, Accountability, Integrity, and Teamwork (TRAIT).

Requirements

Experience in Microsoft Active Directory and managing user accounts.
Experience in network troubleshooting, including IP and DNS related incidents.
Troubleshooting Microsoft Windows Operating Systems and Microsoft Office Products.
Troubleshooting Google-Suite applications.
Experience working with Incident/Request Management systems.
Knowledge of two-factor authentication.
Experience in remote desktop tool sets, such as RDP or LogMeInRescue.

Nice To Haves

Troubleshooting DMV software systems and related hardware
Experience in a technical call center help desk is preferred

Responsibilities

Logging in to the call center telephone queue on a rotating basis, Monday - Saturday.
Using ManageEngine Service Desk Plus for incident and service request management.
Active Directory Account Management, including password changes, account unlocks, group membership.
Other Account Management, including password changes, account unlocks, group membership.
Customer Queuing System, including account management and general troubleshooting.
OKTA Admin, including account management and general troubleshooting.
Customer Service Center, including DMV specific software, OS, and hardware general troubleshooting.
Customer Call Center, including DMV specific software, OS, and hardware general troubleshooting.
Headquarters Support, including DMV specific software, OS, and hardware general troubleshooting.
Reviewing Splunk live dashboards and reporting possible network degradations.
Triaging high priority incidents in preparation for escalation.
Escalating high priority incidents to the correct support groups.
Creating applicable support documentation for publishing to the knowledge base.
First point of contact for issues and concerns with OnBase
Provides additional support as needed for Voice Technology Services Group