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VDOT Technical Support 2
Ref No.: 18-06868
Location: Richmond, Virginia
Start Date / End Date: 10/15/2018 to 06/30/2019
Requisition Description

Engagement Type:
Contract

Short Description:
VDOT Technical Support 2

Complete 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, Ivanti and SharePoint. Support over the phone, in person, and using remote control
• Acts as a liaison between VDOT and VITA/Client 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
• Provide technical support for VTC conference call monitoring, performance reports, troubleshooting of AV/VTC issues and audio/video conferencing related issues
• Works directly with customers to assist in setup/break down and operation of electronic presentations via audio/video conference equipment

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

Required / Desired Skills
Skill Required / Desired Amount of Experience
Strong Customer Service skills with a Customer First attitude Required 5 Years
Extensive skills and experience in Microsoft Desktop products including Windows 7/10, SharePoint 2010, Gmail, and MS Office 2010/2016 Required 5 Years
Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and wireless devices Required 5 Years
Extensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networking Required 3 Years
Ability to communicate effectively orally and in writing with individuals and groups Required 5 Years
Experience in working with help request tracking and reporting tools Required 5 Years