Job DescriptionPerform special duties as assigned. 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 Request : 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.Perform duties as assigned. :Training Tools : Develop and implement user training tools on activities related to assigned information technology program area.What will make you successful:Ability to troubleshoot hardware and software issues and communicate solutions to staff to customers.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 Microsoft Desktop products including but not limited to Windows 11, SharePoint 365, Outlook, Office 365, and Mobile Device Management.Minimum Qualifications:Ability to communicate effectively orally and in writing with individuals and groups.Skill in delivering customer service with a customer first attitude.Skill in the use of Microsoft Desktop products including but not limited to Windows, SharePoint, and Microsoft Office Suite.Skill in the use of troubleshooting tools and managing and administering desktops and wireless devices.Skill in working with help request tracking and reporting tools.Additional Considerations:A combination of training, experience, or education in Computer Science, Information Systems, or related field desiredKnowledge of VDOT's computer applications and how they operate in a desktop environment.Click below to learn more about the Competency Model associated with this Position:Competency Model
Physical RequirementsPhysical Requirements
VDOT employees must abide by VDOTs Code of Ethics and the Commonwealths Standards of Conduct.VDOT Code of Ethics
Standards of Conduct
QualificationsPhysical RequirementsPhysical Requirements
About UsVDOT utilizes a market based pay program, which has been approved by DHRM. Therefore, advertised rates of pay may or may not align with the Commonwealth pay bands.
In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: Career Pathways for Individuals with Disabilities, or call DARS at , or DBVI at .
Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force.
Equal Opportunity Employer. Please be aware all VDOT positions require pre-employment screenings. These screenings may include the following: - Fingerprint based Criminal History Background Check
- DMV Record Check
- Work History Verification
- References
- Pre-employment physical
- Drug screen
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