22909 - IT Support Specialist

Virginia Department of Transportation • Suffolk, VA

2d

About The Position

Responsible for agency-specific end-user support services, including problem management, troubleshooting, and escalations to resolve customer problems. The role creates tech tips, job aids, and other tools to enhance the customer experience, and works with VITA, NG, and internal IT staff to ensure problems are resolved in a timely manner.

The position supports an assigned information technology program area, ensures accurate assignment of help requests to VDOT ITD, and provides high-level troubleshooting support to agency field staff for hardware and software needs. It also resolves incidents with a strong focus on customer service and develops and implements user training tools related to the assigned program area. Activities must comply with VDOT and Commonwealth of Virginia policies, procedures, and guidelines.

Requirements

• Ability to communicate effectively orally and in writing with individuals and groups.
• Ability to troubleshoot hardware and software issues and communicate solutions to staff and customers.
• Experience working with help request tracking and reporting tools.
• Extensive skill in using Microsoft desktop products and the MS Office Suite.
• Skill in using troubleshooting tools and managing and administering desktops and wireless devices.
• Strong customer service skills and a customer-first attitude.
• Knowledge of customer service processes, procedures, and practices.
• Knowledge of fundamental information technology concepts, practices, and procedures.
• Skill in delivering exemplary customer service.

Nice To Haves

• Training, experience, or education in Computer Science, Information Systems, or a related field.
• Experience working with information technology systems.
• Knowledge of VDOT computer applications and how they operate in a desktop environment.

Responsibilities

• Ensure the accurate assignment of help requests to VDOT ITD.
• Provide support to the assigned information technology program area.
• Ensure activities comply with VDOT and Commonwealth of Virginia policies, procedures, and guidelines.
• Provide expert-level troubleshooting support to agency field staff for hardware and software needs.
• Complete incident resolution at the highest levels of customer service.
• Develop and implement user training tools related to the assigned information technology program area.
• Create tech tips, job aids, and other tools to enhance the customer experience.
• Work with VITA, NG, and internal IT staff to resolve problems in a timely manner.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed