IT Helpdesk Technician, Position no. 04501 (HourlyWage)

Title: IT Helpdesk Technician Position no. 04501

State Role Title:Info Technology Specialist I

Hiring Range: $22.92 - $26.36

Pay Band: 4

Agency: Department of Motor Vehicles

Location:ARCHITECTURE OFFICE

Agency Website:

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

Wage positions are limited to working no more than 1500 hours per agency during the 12-month period of May 1 April 30 regardless of the hire date. The wage employment period resets on May 1 of the following year. All wage employees are limited to working no more than 29 hours per week on average over the 12-month period. This wage position offers no state benefits.

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 additionDMVserves a wide array of businesses including dealers fuels tax customers rental companies driving schools other state agencies local governments and non-profit upon five fundamental core values: Trustworthiness Respect Accountability Integrity and Teamwork (TRAIT). We dont 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.

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 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:

Email:

In support of the Commonwealths 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 .

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.