Title: IT Network Lead Technician - Voice Technology Services
State Role Title: Information Technology Specialist II
Hiring Range: Commensurate with experience, up to $90,000
Pay Band: 5
Agency: Department of Motor Vehicles
Location: IT SERVICES
Agency Website: www.dmv.virginia.gov
Recruitment Type: Agency Employee Only - A
Job Duties
The Department of Motor Vehicles is looking for a IT Network Technician Lead for the daily management of DMV ‘s Voice Technology Services PBX solutions for HQ phones and HQ work centers. This position is open to current DMV employees only.
The VTS IT Network Technician Work Lead will be responsible to provide enhancements to call flows to ensure optimal call management for the HQ work centers. The VTS IT Network Lead Tech will contribute to problem resolution by creating, updating, and resolving level I and II incidents in the Service Desk Pro (SDP) ticketing systems. They will assist with coaching and training of employees on the IT Help Desk regarding new and updated technical procedures that support the agency. They may also be assigned to handle limited management responsibilities in the event the IT Service Delivery Manager or IT Help Desk Supervisor is unavailable.
In addition to VTS Services duties, the VTS IT Network Technician Lead will also provide service support for the DMV IT Help Desk support line for OnBase and other IT related issues.
The Virginia Department of Motor Vehicles (DMV), headquartered in Richmond, Virginia, serves approximately 6.2 million licensed drivers and ID card holders with over 8.4 million registered vehicles. In addition, DMV serves a wide array of businesses, including dealers, fuels tax customers, rental companies, driving schools, other state agencies, local governments, and non-profit organizations. DMV operates upon five fundamental core values: Trustworthiness, Respect, Accountability, Integrity, and Teamwork (TRAIT). We don’t just talk about our core values, we live them!
Minimum Qualifications
•Experience using Verizon VCE and PBX
•Experience with Verizon Desk and Soft phones
•Experience using VCC/Nice InContact CXone Systems
•Experience with Active Directory Account Management
•Experience with supporting OnBase, Landing Zone, WebScan
•Experience with ManageEngine Service Desk Plus Ticketing System that includes creating, updating, resolving and escalation of Incidents for DMV IT Help Desk, VTS Support and OnBase Support queues.
Additional Considerations
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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.
Selected candidate(s) will need to complete the I-9 Employment Eligibility Verification Form. DMV participates in E-Verify .
All applicants for employment must consent to a driver history and criminal background check. A fingerprint-based criminal history check will be required on selected applicant(s). During your employment with DMV as a condition of employment, DMV will be alerted of any moving violation convictions including suspension of license.
Submission of an online application is required. DMV does not accept applications, resumes, cover letters, etc. in any other format. When applying for jobs, please ensure your online application or resume is complete with duties and skills associated with your work experience as well as years of experience in order to properly assess your skills in the screening process. Candidates are evaluated based on information provided in the application materials. Missing information cannot be assumed.
Contact Information
Name: DMV Employment
Phone: 804-367-0528
Email: employment@dmv.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.