Title: IT Help Desk Network Technician Lead, Position No. 00087

State Role Title: Information Technology Specialist I

Hiring Range: Commensurate with experience, up to $65,000

Pay Band: 4

Agency: Department of Motor Vehicles

Location: IT SERVICES

Agency Website: www.dmv.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Department of Motor Vehicles is looking for an IT Help Desk Network Tech Lead for a position with its IT Services administration.

The DMV IT Help Desk Network Tech Lead is responsible for creating, updating, and resolving level I and II incidents, as well as service requests, all of which are created by DMV employees, VITA, and various vendors and service providers that are crucial to DMV Service Delivery. DMV IT Help Desk Network Tech Lead is further responsible for triaging and escalating high priority incidents to the applicable support team. They will also facilitate backing up the IT Help desk Supervisor as needed.
The DMV IT Help Desk Network Tech Lead's 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 NetQoS 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, to include but not limited to:
Software Installs and Updates
Troubleshooting Scanner Hardware & Software issues
Resolve reported issues
Contacting vendors, developers or others as needed to ensure resolution.
Also responsible for maintaining and ensuring the receipt and quality of imaged
documents for official customer records and for ensuring customer records are in compliance with federal and state statutes as well as agency policies and procedures

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

•Microsoft Active Directory and managing user accounts and groups.
•Troubleshooting IP and DNS related incidents.
•Troubleshooting Microsoft Windows 7, Microsoft Windows 10, and Microsoft Windows 11 and a general understanding of troubleshooting Office 365 applications.
•Working with Incident/Request Management systems.
•Experience managing and troubleshooting Two-factor authentication setup.
•Remote desktop tool sets, such as RDP or LogMeInRescue.
•Troubleshooting scanners & Document Imaging.
•Flexibility to work in scheduled telephone coverage.

Additional Considerations

A general understanding of troubleshooting the following agency specific software and related hardware:
•mySelect
•CSS
•OnBase, Landing Zone, WebScan
•QFlow
•SecuriTest
•CBN
•DLCI/SIMS
•Converge
•Fusebox
•Credit Card Terminals
•VCC Max Phone
•TREDS Admin
•OKTA Admin
•CyberArk-VITA
•LogMein Rescue
•Verizon Softphone
•CXone Softphone

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.