IT End-User Support Lead — On-Call & Service Delivery

City of Richmond, Virginia

Richmond (VA)

On-site

USD 70,000 - 85,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Benefits offered by this job

Virginia Retirement System (VRS)

Language Incentive

Referral Bonus

Tuition Assistance Program

Job summary

The City of Richmond, Virginia, is seeking an IT Technology Specialist to provide technical support for desktop hardware and software, diagnose issues, and manage end-user inquiries. The role includes on-call leadership for critical systems and collaboration with End User Services to improve service delivery in RVA.

Responsibilities cover incident management, knowledge base upkeep, and delivering excellent customer service across a hybrid IT environment.

Qualifications

This role requires knowledge of current desktop operating systems, hardware, software applications, and troubleshooting methodologies.
Ability to diagnose and resolve technical problems while maintaining a high level of customer satisfaction.
Ability to explain technical concepts to non-technical users.
Ability to work in a fast-paced environment and meet SLAs.
Skilled in incident management, customer service, documentation, and technical support delivery.
Ability to establish and maintain effective working relationships with employees, vendors, and stakeholders.

Responsibilities

Serve as the primary point of contact for end users seeking technical assistance and support.
Respond to, troubleshoot, and resolve hardware, software, network, and system-related issues in a timely manner.
Receive, log, prioritize, track, and document incidents and service requests within the IT service management system.
Provide technical guidance, instruction, and support to users regarding IT systems, applications, and equipment.
Diagnose and resolve technical problems through established troubleshooting procedures and best practices.
Escalate complex or unresolved issues to appropriate IT support teams while maintaining ownership and communication of the ticket.
Monitor incident and service request progress to ensure timely resolution and customer satisfaction.
Install, configure, maintain, and support desktop computers, laptops, peripherals, mobile devices, and related equipment.
Assist with user account administration, including password resets, access requests, and account provisioning/deprovisioning.
Maintain accurate records of troubleshooting activities, resolutions, and knowledge base documentation.
Communicate technical information clearly and professionally to users with varying levels of technical expertise.
Support system implementations, upgrades, deployments, and maintenance activities as assigned.
Identify recurring issues and recommend process improvements to enhance service delivery and reduce incidents.
Adhere to departmental policies, security standards, and SLAs.
Collaborate with other IT teams to ensure continuity of services and effective resolution of technical issues.
Deliver exceptional customer service while fostering positive relationships with users and stakeholders.
Participate in training and professional development activities to maintain current technical knowledge and skills.