Job Description

VDOT is currently seeking to hire an IT Support Tech II to provide Helpdesk and End User Support 

DUTIES AND RESPONSIBILITIES:
•    Manage and monitor customer IT issues using helpdesk tools – VSM, Avanti and SharePoint. Support over the phone, in person, and using remote control
•    Acts as a liaison between VDOT and VITA/SAIC to ensure the delivery of high performance IT support services
•    Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, mobile devices and printers 
•    Provides management with recommendations for systems and process improvements  
•    Troubleshoots software and hardware problems and enhances the level of direct services to field staff 
•    Installs, maintains, and assist in testing and upgrading of new and existing hardware and software
•    Provide advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problems
•    Create job aids for internal VDOT staff to enhance the use of infrastructure such as SharePoint, Gmail, and Office products

REQUIRED EXPERIENCE & SKILLS
•    Strong customer service skills with a Customer First attitude
•    Extensive skills and experience in desktop products including but not limited to Windows 7/10, SharePoint, Gmail, and MS Office 2010/2016
•    Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and wireless devices
•    Excellent research and investigative skills
•    Extensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networking
•    Experience in working with help request tracking and reporting tools
•    Knowledge of IT concepts and trends and new technologies
•    Ability to  troubleshoot hardware and software issues, and communicate solutions to customers both in the Central Office and in the field 
•    Ability to communicate effectively orally and in writing with individuals and groups
 

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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