22909 - IT Support Specialist

Commonwealth of VA Careers; Suffolk (VA); On-site; USD 54,000 - 88,000; Full time

Job summary

Commonwealth of VA Careers is seeking an IT Help Desk Specialist to deliver agency-specific end user support in Virginia. You will manage incidents, troubleshoot hardware and software, and create user-friendly tips and job aids in collaboration with VDOT ITD and internal IT staff.

Responsibilities include accurate help-request assignment, policy-compliant IT support, and developing user training tools. Strong customer service and MS Office proficiency are preferred.

Qualifications

• Ability to communicate effectively orally and in writing with individuals and groups.
• Experience working with help request tracking and reporting tools.
• Extensive skill in the use of Microsoft Desktop products and MS Office Suite.
• Skill in the use of troubleshooting tools and managing and administering desktops and wireless devices.
• Strong customer service skills with a customer first attitude.

Responsibilities

• Help Requests: Ensure the accurate assignment of help requests to VDOT ITD.
• IT Support: Provide support to assigned information technology program area, ensuring activities comply with policies and guidelines.
• Incident Resolution: Complete incident resolution at high levels of customer service.
• Training Tools: Develop and implement user training tools on activities related to the assigned IT program area.

Skills

Customer service

Troubleshooting

MS Office Suite

Windows OS

Outlook

Exchange

SharePoint 2010

Windows XP

Education

CS/IS or related field

Tools

Help request tracking tools

Troubleshooting tools

Job description

Hiring Range: $54287.00 to $88217.00

Full Time or Part Time: Full_Time

Additional Detail

Description for Candidates:

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.

How you will contribute:

• Help Requests: Ensure the accurate assignment of help requests to VDOT ITD.
• 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.
• Incident Resolution: Complete incident resolution at the highest levels of customer service.
• Training Tools: Develop and implement user training tools on activities related to assigned information technology program area.

What will make you successful:

• Ability to communicate effectively orally and in writing with individuals and groups.
• Ability to troubleshoot hardware and software issues, and communicate solutions to staff to customers.
• 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.
• Knowledge of customer service processes, procedures, and practices.
• Knowledge of the fundamental concepts, practices and procedures related to information technology.
• Skill in the delivery of exemplary customer service.
• Skill in the use of troubleshooting tools and managing and administering desktops and wireless devices.

Minimum Qualifications:

• Ability to communicate effectively orally and in writing with individuals and groups.
• Experience working with help request tracking and reporting tools.
• Extensive skill in the use of Microsoft Desktop products and MS Office Suite.
• Skill in the use of troubleshooting tools and managing and administering desktops and wireless devices.
• Strong customer service skills with a customer first attitude.

Additional Considerations:

• A combination of training, experience, or education in Computer Science, Information Systems or related field desired.
• Experience working with help request tracking and reporting tools.
• Experience working with information technology systems.
• Knowledge of VDOT's computer applications and how they operate in a desktop environment.

Physical Requirements

Physical Requirements

VDOT employees must abide by VDOTs Code of Ethics and the Commonwealths Standards of Conduct.

VDOT Code of Ethics

Standards of Conduct