Job Description
The DMV IT Help Desk is the first point of contact for DMV employees with IT service requests and incidents. DMV employees contact the IT Help Desk via IT Help Desk Call Center queue, email, instant message, and in person walk ups. The DMV IT Help Desk is responsible for managing all service requests, incidents, problem management, and solution management. The DMV IT Help Desk coordinates with internal and external work units in order to bring service requests and incidents to full resolution. Internal groups include coordination with DMV groups include Software Engineering, IT Architecture, IT Security, Change Management, and Configuration Item Management. External groups include VITA and other various vendors and service providers that are crucial to DMV Service Delivery.
The IT Network Technician Work Lead will be responsible for the daily management of the DMV Voice Technology Services PBX solutions for HQ phones and HQ work centers. Works to provide enhancements to call flows to ensure optimal call management for the HQ work centers. Serves as Technical Subject Matter Expert for team members that transition from training to production environments. The IT Network Lead Tech will contribute to problem resolution by creating, updating, and resolving level I and II incidents in the Service Desk Pro (SDP) ticketing systems. They will assist with coaching and training of employees on the IT Help Desk regarding new and updated technical procedures that support the agency. They may also be assigned to handle management responsibilities and service as back up to the IT Help Desk Supervisor in the event a manager or supervisor is unavailable.
Required Skills & Experience
* Coaches and supports staff training and mentoring to achieve desired results; supports staff development of call handling skills.
* Experience using Avaya and Verizon PBX
* Telecommunications Administrator for VCC InContact & Verizon Virtual Voice Communicator Express softphones
o Handles requests from the VTS Ticket Queue in Service Desk for the Avaya and Verizon PBX.
o This includes any Add, Move or Change requests that may be submitted by ticket, SAR or Change Control.
o Creates new and updates existing telephone IVR programing using InContact Studio programming
* Supports department projects as needed including any special assignments.
* Assists with resolving escalated level I and II incident tickets.
o OnBase Web App and Unity application
* Develops and schedules training and mentoring for new hires and existing staff.
* Works with staff and management to provide additional training and mentoring as needed.
Nice to Have Skills & Experience
* Support the OPEX devices (Opens mail and scans coupons and checks)
* Provision user accounts for the OPEX and the RPS remote app
* Facilitate the creation of Enclave user accounts.
* Support account issues with Logins, password changes, lockouts for OPEX, Enclave, and the RPS remote app
* Assisting in testing changes to coupons or solution
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.