IT Support Center Specialist III

Award-winning. Results-drive. Future-ready.

We believe the government should be at the forefront of technological innovation. Our teams are experimenting with artificial intelligence, machine learning, and other emerging technologies to conceive tomorrow’s solutions. Our mission has never been clearer. We understand how citizens and employees can benefit from conveniences afforded by the latest tech offerings.

Our department provides training opportunities for staff at all levels. It’s critical for IT members to constantly elevate their skill sets in preparation for what’s to come. We appreciate candidates from diverse backgrounds who are energized by the challenges of working in government IT. An inquisitive imagination, purposeful passion, and consistent customer-focus are all welcome traits.

You might have what it takes. Apply today!

The IT Support Center Specialist III will serve as a team lead assigned to the IT Support Center. Administer and coordinate the work activities related to specialized services provided by the Support Center and assist other Support Center personnel; manage the implementation of new technologies to support services provided by the Support Center and monitor/maintain new/current specialized work processes performed as part of a service provided by the Support Center. Troubleshoot customer technical incidents via telephone/e-mail and by remoting into the caller’s computer to analyze and resolve reported incidents. May perform the functions of the Support Center Supervisor when required.

The selected candidate will:

Serve as senior support center specialist, lead lower-level specialists, handle/resolve the most difficult service/trouble calls under cognizance of the Support Center, and elevate complex or high priority issues to specialty units in IT.

• Implement new technologies and specialized work process to support services provided by the Support Center; monitor and maintain current/new processes and the support center’s database used in analyzing caller’s problem, determining the best practice to apply, and assisting caller in application of the solution.

• Lead lower-level Specialists in the performance of support services to resolve IT issues via telephone, e-mail, or by remoting into the caller’s desktop.

• Track service/trouble calls elevated to specialty units in IT and close out resolved calls.

• May be responsible for overseeing the entire team of Support Center personnel during times of high call volume or in the absence of the Supervisor.

• Assist the Support Center Supervisor in developing weekly work schedules; monitoring operating performance; and in the evaluation and improvement of the Support Center organization; may perform the functions of the Support Center Supervisor or lower-level Support Center Specialist when required.

• Perform other job duties requiring skills, knowledge and physical requirements as demanded by those duties described or less. Individual assignments will be determined by the supervisor based on then current workloads and department needs.

• Provide an advanced level of technical support through first-level resolution of reported incidents and service requests based on specific technical expertise.

• Elevate complex and/or high priority incidents and service requests to the appropriate support groups for resolution.

• Maintain the technical information databases (knowledge base) used by the Support Center.

• Develop and deliver technical training to the Support Center staff and, when appropriate, to designated client groups.

This position offers a remote/hybrid work schedule arrangement within the Virginia and North Carolina surrounding areas., * DMV Transcript: No

• CDL: No
• Drug & Alcohol Clearinghouse: No
• CPS Check: No
• Physical: No
• Respirator: No
• Psychological Screening: No
• Polygraph: No
• At Will: No

High Preference: 1 year service desk/Call center experience

-Lead experience in a call center

• Recent (last two years) Service Desk / Customer Service experience -Manage ticket queues ; experience with 1st level troubleshooting & escalation support -Active Directory, Office 365, Exchange, Azure, SCCM, Minimum Qualifications: Requires any combination of education and experience (above the high school level) equivalent to a minimum of six (6) years in fields utilizing the required knowledge, skills, and abilities; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities with at least two (2) years of concentrated work within a technology-related support center/customer call center. Must have a current and valid driver’s license. Special Requirements: All employees may be expected to work hours in excess of their normally scheduled hours in response to short-term department needs and/or City-wide emergencies. Must be available to work evenings, weekends, holidays, and overtime when required to meet operational needs. Positions within this class have been designated as Alpha I positions requiring employees to work during inclement weather, regardless of the City’s operational status.

As a City employee, you will enjoy a generous benefits package that includes paid time off, paid holidays, health, dental and vision insurance options, a wellness program, retirement, tuition reimbursement and more, Per HR Policy 6.19, Americans with Disabilities, the City follows the requirements of the Americans with Disabilities Act (ADA) in all hiring and employment decisions. The City shall not discriminate on the basis of disability in its hiring and employment practices. The City shall make reasonable accommodations for the known physical or mental limitations of a qualified applicant or employee with a disability upon request unless the accommodation would cause an undue hardship on the operation of the City’s business.

Recognized as one of America’s Best-In-State Employers for 2024, the City of Virginia Beach is proud to offer a diverse and dynamic work environment. Our workforce plays a crucial role in delivering exceptional government services to both our citizens and fellow City employees. Apply now to join an organization where you truly make a difference.