22909 - IT Support Specialist
About The Position
The IT Support Specialist is responsible for agency-specific end-user support services, including problem management, troubleshooting, and escalations to resolve customer problems. The role creates technology tips, job aids, and other tools to improve the customer experience and works with VITA, NG, and internal IT staff to resolve problems in a timely manner. The position supports an assigned information technology program area, ensures help requests are accurately assigned to VDOT ITD, and provides high-level troubleshooting support to agency field staff for hardware and software needs. Activities must comply with VDOT and Commonwealth of Virginia policies, procedures, and guidelines. The specialist resolves incidents with a strong focus on customer service and develops user training tools related to the assigned program area.
Requirements
- Ability to communicate effectively orally and in writing with individuals and groups.
- Experience working with help request tracking and reporting tools.
- Extensive skill using Microsoft desktop products and the MS Office Suite.
- Skill using troubleshooting tools and managing and administering desktops and wireless devices.
- Strong customer service skills and a customer-first attitude.
- Ability to troubleshoot hardware and software issues and communicate solutions to staff and customers.
- Knowledge of customer service processes, procedures, and practices.
- Knowledge of fundamental information technology concepts, practices, and procedures.
Nice To Haves
- A combination of 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 help requests are accurately assigned to VDOT ITD.
- Provide support to an assigned information technology program area.
- Perform activities in compliance with VDOT and Commonwealth of Virginia policies, procedures, and guidelines.
- Use expert-level support services to enhance IT troubleshooting capabilities for agency field staff with hardware and software needs.
- Resolve incidents while providing the highest level of customer service.
- Develop and implement user training tools related to the assigned information technology program area.
- Create technology 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.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
