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- This position serves as Information Technology Support Specialist responsible for agency-specific end user support services and systems access requests.
- Provides problem management, troubleshooting, and escalations to resolve customer IT issues.
- Support user inquiries associated with Microsoft Desktop products including, but not limited to Windows, SharePoint, MS Office Suite, and Gmail.
- Support IT Security group with approval of new and existing software requests, administrative accounts, account provisioning, and de-provisioning of user accounts, firewall requests, and security groups.
- Manage Agency Information Security Awareness user accounts.
- Assist in documenting processes and creating tech tips, job aids, and other tools to enhance customer experience.
- Provide IT training to customers to ensure successful use of IT equipment and applications.
- Provides friendly and courteous customer service to all users; develops and maintains positive relationships with system owners, users, and developers
- Able to work independently, assuming responsibility for specific critical projects/systems such as preparing detailed statistical reports, records and documents to support administrative activities related to inventory, maintenance and tracking of agency hardware, equipment, etc.
- Work collaboratively as a team player with other services support staff members, maintaining constant communication with each other as well as backup staff as it relates to current activity, procedural changes, and scheduling
- Responsible for timely communication of issues and outages to the user community, peers and the development team
- Follows up with users prior to any major implementation for validation pre-implementation tasks
- Documents user issues in the OIM issue tracking tool.
- Asset management support activities including hardware asset Moves, Adds, Change, and Deletes (MACD).
- Software management and deployment.
- Support infrastructure upgrades and improvements include network connectivity, telecommunications, and networked print devices.
- Reviews and recommends procurement of technology hardware and software.
- 3 Years - Knowledge of IT infrastructure, mapping network drives and software installation.
- 3 Years - Knowledge of telephone etiquette and problems related to computer hardware and software.
- 3 Years - Excellent Word; Excel; Google/Google Suite; analytical skills; customer service; keyboarding; problem solving; troubleshooting; spelling and grammar
- 3 Years - Ability to communicate effectively, verbally and in writing with individuals and groups.
- 3 Years - Strong Customer Service skills that include a “customer first” attitude.
- 3 Years - Ability to multitask; remain calm and patient; work independently and as a team member; provide clear and accurate explanations.
- 3 Years - Follow standard operating procedures and guidelines; handle difficult customers using tact and diplomacy; navigate within application systems
- 3 Years - Be able to distinguish between software and hardware issues; understand changing technologies; maintain confidentiality;
- 3 Years - Make decisions using independent judgment; set priorities; work well under pressure; and triage and elevate issues when necessary.
- 3 Years - Experience analyzing and researching customer issues/complaints.
- 3 Years - Experience on a technical help desk; supporting and testing custom built applications; and working with issue tracking software.
- 4 Years - College degree in Computer Science, Information Systems or related field or equivalent combination of training and experience.
- 2 Years - VITA Experience
- 2 Years - Some knowledge of commonwealth agency telecom
- 2 Years - Service Now experience
- ID: #48763938
- State: Virginia Richmond 23173 Richmond USA
- City: Richmond
- Salary: Depends on Experience
- Job type: Contract
- Showed: 2023-01-23
- Deadline: 2023-03-20
- Category: Technical support