What are the responsibilities and job description for the IT Support Specialist position at Commonwealth of VA Careers?
Title: IT Support Specialist
State Role Title: Info Technology Specialist I
Hiring Range: $25.43 hr. to $41.33 hr.
Pay Band: 4
Agency: VA Dept of Transportation
Location: Hampton Roads District Office
Agency Website: www.virginiadot.org/jobs
Recruitment Type: General Public - G
Job Duties
This position is an hourly position. Hourly employees may not work more than 29 hours per work week/per month on average over the course of a year and are limited to 1,500 hours within a 12-month period. No State benefits are provided.
The Virginia Department of Transportation (VDOT) Hampton Roads District is seeking an Hourly Information Technology Support Specialist 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, and internal IT staff to ensure problems are resolved in a timely manner.
Core responsibilities for job & position:
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.
Develop and implement user training tools on activities related to assigned information technology program area.
Complete incident resolution at the highest levels of customer service.
Ensure the accurate assignment of help requests to VDOT ITD.
Required skills for job & position:
• Knowledge of customer service processes, procedures, and practices.
• Ability to communicate effectively orally and in writing with individuals and groups.
• Skill in the use of troubleshooting tools and managing and administering desktops and wireless devices.
• Ability to troubleshoot hardware and software issues and communicate solutions to staff to customers.
• Skill in the delivery of exemplary customer service.
• Skill in the use of Microsoft Desktop products including but not limited to Windows, SharePoint and Microsoft Office Suite.
• Extensive skill in the use of Windows OS & Microsoft 365 products including but not limited to Windows 10, Windows 11, SharePoint Online, OneDrive, Teams, Outlook, Exchange and MS Office Suite.
• Knowledge of the fundamental concepts, practices and procedures related to information technology.
Minimum Qualifications
• Experience working with help request tracking and reporting tools.
• Strong customer service skills with a customer first attitude.
• Skill in the use of troubleshooting tools and managing and administering desktops and wireless devices.
• Ability to communicate effectively orally and in writing with individuals and groups.
• Extensive skill in the use of Windows OS & Microsoft 365 products including but not limited to Windows 10, Windows 11, SharePoint Online, OneDrive, Teams, Outlook, Exchange and MS Office Suite.
Additional Considerations
• Experience working with help request tracking and reporting tools.
• Knowledge of VDOT's computer applications and how they operate in a desktop environment.
• Experience working with information technology systems.
• A combination of training, experience, or education in Computer Science, Information Systems or related field desired.
Special Instructions
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.
Fingerprint-based criminal history background check, DMV driving record check, references, and work history will be required prior to employment. Valid driver’s license required.
Position is designated as essential and, as such, will be required to work outside normal hours, weekends, and holidays during emergency situations which may include but are not limited to inclement weather, disaster response and emergency operations. Travel may be required.
VDOT 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.
State applications will only be accepted as submitted online by 11:59 p.m. on the closing date through the Commonwealth of Virginia’s Job Board/Recruitment Management System (RMS).
Multiple positions may be filled from this recruitment.
The decision to interview an applicant is based on the information provided in the application and optional resume; therefore, those who fully represent their qualifications and work history will be more successful with obtaining an interview. Submitting an incomplete application and/or resume lacking job history and relevant experience detail may impact interview eligibility. State applications submitted via email, postal mail, fax, or in person will not be considered.
We are a “Virginia Values Veterans” (V3) official certified company and state agency that provides hiring preference to Veterans and Members of the Virginia National Guard in support of Executive Order 29, (2010). If you are a Veteran or Virginia National Guard Member, we urge you to respond accordingly on your state application.
Contact Information
Name: David Keesee
Phone: 757-956-3291
Email: David.Keesee@vdot.virginia.gov
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 AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.
Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.
Salary : $25 - $41
