Title: IT Helpdesk Technician, Position no. 04379

State Role Title: Info Technology Specialist I

Hiring Range: $47,680.00 - $54,832.00

Pay Band: 4

Agency: Department of Motor Vehicles

Location: ARCHITECTURE OFFICE

Agency Website: www.dmv.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Virginia Department of Motor Vehicles is looking to hire an IT Help Desk Technician, for a position within its IT Services Administration, at our headquarters location in Richmond, VA.

The IT Help Desk Technician is responsible for creating, updating, and resolving level I and II incidents, as well as service requests, created by DMV employees, VITA, and various vendors and service providers that are crucial to DMV Service Delivery. Additionally, they are responsible for triaging and escalating high priority incidents to the applicable support team. Their responsibilities will include, but are not limited to:
• Logging in to the call center telephone queue on a rotating basis, Monday - Saturday.
• Using ManageEngine Service Desk Plus for incident and service request management.
• Active Directory Account Management, including password changes, account unlocks, group membership.
• Other Account Management, including password changes, account unlocks, group membership.
• Customer Queuing System, including account management and general troubleshooting.
• OKTA Admin, including account management and general troubleshooting.
• Customer Service Center, including DMV specific software, OS, and hardware general troubleshooting.
• Customer Call Center, including DMV specific software, OS, and hardware general troubleshooting.
• Headquarters Support, including DMV specific software, OS, and hardware general troubleshooting.
• Reviewing Splunk live dashboards and reporting possible network degradations.
• Triaging high priority incidents in preparation for escalation.
• Escalating high priority incidents to the correct support groups.
• Creating applicable support documentation for publishing to the knowledge base.
• First point of contact for issues and concerns with OnBase
• Provides additional support as needed for Voice Technology Services Group

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 in Microsoft Active Directory and managing user accounts.
• Experience in network troubleshooting, including IP and DNS related incidents.
• Troubleshooting Microsoft Windows Operating Systems and Microsoft Office Products.
• Troubleshooting Google-Suite applications.
• Experience working with Incident/Request Management systems.
• Knowledge of two-factor authentication.
• Experience in remote desktop tool sets, such as RDP or LogMeInRescue.

Additional Considerations

• Troubleshooting DMV software systems and related hardware
• Experience in a technical call center help desk is preferred

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.

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) must complete the I-9 Employment Eligibility Verification Form. DMV participates in E-Verify.

All applicants for employment must consent to a background check. Selected candidates must consent to a fingerprint-based criminal history check, driver record check, and background investigation, if applicable.

As a condition of employment, the DMV will be alerted of any convictions for moving violations, including license suspension.

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 and years of experience 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.