VDOT Technical Support Specialist

2 days ago


Richmond, Virginia, United States Lorven Technologies Full time
Job Title: VDOT Technical Support Specialist

Job Summary:
Lorven Technologies is seeking a highly skilled VDOT Technical Support Specialist to join our team. As a key member of our IT department, you will be responsible for providing top-notch technical support to our customers.

Key Responsibilities:
  1. Manage and monitor customer IT issues using helpdesk tools such as KSE, Ivanti, and SharePoint.
  2. Act as a liaison between VDOT and VITA/SAIC to ensure the delivery of high-performance IT support services.
  3. Work directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers.
  4. Provide management with recommendations for systems and process improvements.
  5. Troubleshoot software and hardware problems and enhance the level of direct services to field staff.
  6. Install, maintain, and assist in testing and upgrading of new and existing hardware and software.
  7. Provide advanced problem management, troubleshooting, root cause analysis, and escalations to resolve customer problems.
  8. Create job aids for internal VDOT staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products.
Requirements:
  1. Strong customer service skills with a Customer First attitude.
  2. Extensive skills and experience in desktop products including but not limited to Windows 11, SharePoint Online, OneDrive, Teams, and MS O365.
  3. Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and tablets.
  4. Excellent research and investigative skills.
  5. Extensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networking.
  6. Experience in working with help request tracking and reporting tools.
  7. Knowledge of IT concepts and trends and new technologies.
  8. Ability to troubleshoot hardware and software issues, and communicate solutions to customers both in the Central Office and in the field.
  9. Ability to communicate effectively orally and in writing with individuals and groups.
  10. Basic understanding and knowledge of software packaging and deployment (preferably using Ivanti End Point Manager, previously LANDESK Management Suite).


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