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Virginia Department of Transportation

Plans, builds, maintains Virginia transportation infrastructure

IT Support Specialist

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeSuffolk, VA, USA$54.3k - $88.2kIn-person

About the Job

Requirements

  • Ability to communicate effectively orally and in writing with individuals and groups.
  • Ability to troubleshoot hardware and software issues and communicate solutions to staff and customers.
  • Extensive skill in using Microsoft desktop products, including Windows XP, Windows 7, SharePoint 2010, Outlook, Exchange, and the Microsoft Office Suite.
  • Knowledge of customer service processes, procedures, and practices.
  • Knowledge of fundamental concepts, practices, and procedures related to information technology.
  • Skill in delivering exemplary customer service.
  • Skill in using troubleshooting tools and managing and administering desktops and wireless devices.
  • Experience working with help request tracking and reporting tools.
  • Strong customer service skills with a customer-first attitude.

Responsibilities

  • Provide agency-specific end-user support services.
  • Provide problem management, troubleshooting, and escalations to resolve customer problems.
  • Create technology tips, job aids, and other tools to enhance the customer experience.
  • Work with VITA, NG, and internal IT staff to ensure problems are resolved in a timely manner.
  • Ensure accurate assignment of help requests to VDOT ITD.
  • Provide support to the assigned information technology program area and ensure activities comply with VDOT and Commonwealth of Virginia policies, procedures, and guidelines.
  • Ensure expert-level support services are used to enhance IT troubleshooting capabilities for agency field staff's hardware and software needs.
  • Complete incident resolution at the highest levels of customer service.
  • Develop and implement user training tools related to the assigned information technology program area.

Desired Qualifications

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

About the Company

Virginia Department of Transportation

Plans, builds, maintains Virginia transportation infrastructure

The Virginia Department of Transportation (VDOT) manages Virginia’s transportation network. It plans, builds, maintains, and operates roads, bridges, and tunnels to keep travel safe and efficient. Its work includes long-range planning (looking 20–25 years ahead), transportation modeling for regional partners, and public outreach to keep citizens informed and involved, such as campaigns promoting safer roundabouts. Unlike private companies, VDOT is a state government agency funded to serve the public interest rather than earn profits. Its goal is to provide a reliable, safe, and accessible highway system for all Virginians and to address future transportation needs through coordinated planning and infrastructure projects.

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