Job Description :
DUTIES AND RESPONSIBILITIES:
Manage and monitor customer IT issues using helpdesk tools – ServiceNow and Ivanti. Support over the phone, in person, and using remote control
Acts as a liaison between VDOT and VITA/SAIC 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
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 Skills:
Strong Customer Service skills with a Customer First attitude - 5 Years
Extensive skills and experience in Microsoft Desktop products including Windows 7/10, SharePoint 2010, Gmail, and MS Office 2010/2016 - 5 Years
Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and wireless devices - 5 Years
Extensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networking - 3 Years
Ability to communicate effectively orally and in writing with individuals and groups - 5 Years
Experience in working with help request tracking and reporting tools - 5 Years