Title: IT Support Specialist Lead

State Role Title: Information Technology Specialist III

Hiring Range: $89,994 - $146,240

Pay Band: 6

Agency: VA Dept of Transportation

Location: Annex Building

Agency Website: https://www.virginiadot.org/jobs

Recruitment Type: General Public - G

Job Duties

What drives you?  Whether it's knowing the work you do makes a difference, having a great work/life balance, working on exciting and challenging projects, leading innovation and championing change or simply working with a great group of people who are committed to professionalism. At the Virginia Department of Transportation, we have something for you.  

The Virginia Department of Transportation (VDOT) is excited to offer and announce a competitive opportunity to serve as an IT Support Specialist Lead in our Information Technology Division! The base location for this position is in Richmond VA in the downtown Central Office.

The person in this role will serve as technical lead for IT Asset Management responsible for VDOT-specific end user support services and new initiatives. Additionally, he or she will provide executive staff support, serve as technical escalation point of contact for the team, coach and develop the IT Asset Management staff on technical aspects of support and troubleshooting as well as lead project work impacting desktops, laptops, mobile devices, and new technologies. The person will also provide management with recommendations for systems and process improvements.

Key job duties include the following:

IT Policy Compliance - Ensure compliance with VDOT and VITA policies, standards and guidelines governing IT computer systems.

Communications - Communicate to and with entire team including IT Asset Management peers, supervisor and other IT teams. Lead discussions involving issues and improvements.

IT Support - Assist all ITD departments in analysis on project work impacting desktops, laptops, mobile devices and new technologies. Coordinate workload and team effort. Develop solutions to complex problems.

Project Collaboration - Collaborate with other section team members on projects and programs and participate on project teams. Share knowledge with other team members and encourage their participation in other teams.

Technical Support - Support assigned IT program area and provide technical guidance to team members. Collaborate with all IT and business team members to provide support and expertise. Serve as liaison to other IT sections or vendors.

Technical Lead for IT Asset Management - Coordinate workload and team effort. Coach and develop the IT Asset Management team on technical aspects of support and troubleshooting. Lead projects and research efforts.

Software Application Packaging - Gather requirements, create, test, and deploy complex software application packages utilizing industry standard application packaging methodologies and technologies including MSI, EXE, Click-to-Run, Powershell, PSADT, PDQ, lvanti EPM, Command Line, Repackager, PACE Suite, Flexera AdminStudio, Hyper-V.

Business Process Improvement - Identify business processes that may be improved with technology solutions. Create processes and tools to facilitate increased efficiencies.

Project Lead - Serve as functional or technical lead on new projects or projects to enhance and maintain existing information systems.
Data Analysis and Reporting - Research, gather and analyze data. Develop requirements for reporting and data analysis projects. Perform other forms of technical writing as needed to accomplish activities.

Documentation - Develop project documentation required by project scope and update or modify when needed. Provide documentation assistance to other technical areas. Provide documentation in order to respond to requests for information. Report status of projects to higher management and supervisors.

Requirements:

• Comprehensive knowledge of Active Directory, GPOs, remote support tools, basic networking
  
• Skill in short- and long-range planning
  
• Ability to communicate effectively orally and in writing with diverse audiences and to make presentations and conduct meetings
  
• Skill in the use of troubleshooting tools and managing and administering desktops and wireless devices
  
• Ability to prioritize work assignments
  
• Ability to gather and analyze data and prepare technical reports
  
• Skill in the packaging and distribution of software in a Microsoft environment.
  
• Knowledge of designing, developing, maintaining, and enhancing complex computer systems
  
• Skill in providing exemplary customer service to customers
  
• Ability to provide technical leadership and mentoring to a team of support specialists
  
• Ability to develop and deliver IT training aids and tools
  
• Ability to multi-task in a fast-paced environment
  
• Ability to lead small teams
  
• Skill in the use of computers, software, and web-based applications
  
• Ability to analyze, design, develop, troubleshoot and implement technology solutions
  
• Knowledge of Information Technology concepts and trends and associated methodology
  
• Knowledge of VDOT technologies
  
• Ability to work independently and also work creatively and analytically in a team environment

Minimum Qualifications

• Experience working with help request tracking and reporting tools
  
• 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
  
• Experience using Microsoft Desktop products, Active Directory, GPOs, remote support tools, and basic networking
  
• Experience providing strong customer service with a customer first attitude
  
• Ability to multi-task in a fast-paced environment
  
• Ability to develop, deliver IT training aids and tools
  
• Ability to lead and train others

Additional Considerations

• Knowledge of VDOT's IT applications and how they operate in a desktop environment.
  
• Experience using Microsoft Desktop products, Active Directory, GPOs, remote support tools, and basic networking. Experience working with help request tracking and reporting tools.
  
• 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.

This position requires a fingerprint based Criminal History Background Check, DMV Record Check and Work History Verification with references.

Once onboarded, this position may be eligible for telework opportunities; availability, hours, and duration of telework shall be approved as outlined in the Commonwealth telework policy.

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.

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.

Additional positions may be filled from this recruitment within 90 days.

Contact Information

Name: Greg Rollins

Email: greg.rollins@vdot.virignia.org

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.