07574 - IT Support Spec Lead

Design, create and implement information technology processes and procedures in support of VDOT's information technology strategies. Provide technical guidance, analysis and support to internal and external customers. This is an update to the original posting. Test on 08.23

How you will contribute: 
 

• Business Process Improvement: Identify business processes that may be improved with technology solutions. Create processes and tools to facilitate increased efficiencies.
• Communications: Communicate to and with entire team including IT Support Center peers, supervisor and other IT teams. Lead discussions involving issues and improvements.
• 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.
• IT Policy Compliance: Ensure compliance with VDOT and VITA policies, standards and guidelines governing IT computer systems.
• 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.
• Project Lead: Serve as functional or technical lead on new projects or projects to enhance and maintain existing information systems.
• Technical Lead for the IT Support Center: Coordinate workload and team effort. Coach and develop the IT Support Center team on technical aspects of support and troubleshooting. Lead projects and research efforts.
• 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.

What will make you successful: 
 

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

Minimum Qualifications: 
 

• Ability to communicate effectively orally and in writing with individuals and groups.
• Ability to develop and deliver IT training aids and tools.
• Ability to lead and train others.
• Ability to multi-task in a fast paced environment.
• Experience applying IT concepts, trends and new technologies.
• Experience providing strong customer service with a customer first attitude.
• Experience using Microsoft Desktop products, Active Directory, GPOs, remote support tools, and basic networking.
• Experience working with help request tracking and reporting tools.
• Skill in the use of troubleshooting tools and managing and administering desktops and wireless devices.

Additional Considerations: 
 

• College degree in Computer Science, Information Systems or related field.
• Knowledge of VDOT's IT applications and how they operate in a desktop environment.

Physical Requirements: 

VDOT employees must abide by VDOTs Code of Ethics and the Commonwealths Standards of Conduct. 
VDOT Code of Ethics 
Standards of Conduct