H2632 - IT Support Specialist Wage

Perform 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.

• 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.

• Ability to troubleshoot hardware and software issues and communicate solutions to staff and 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.

• 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.

• A combination of training, experience, or education in Computer Science, Information Systems, or related field desired.
• Knowledge 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 Requirements

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