IT Operations Tier 1 Support

IT Operations Tier 1 Support

Title: IT Operations Tier 1 Support

Position: #78406

Location: Mechanicsville, Virginia, United States, 23116

Salary: $47,800- $62,000

Exemption Status: Non-Exempt

Our Mission: To strengthen the Commonwealth through public safety, education and revenue from the responsible regulation and sale of alcoholic beverages.

Our Vision: To bring good spirits and excellent service to Virginia.

Our Values: Accountability—Service—Integrity—Performance Excellence

Join a team of Virginia's Top Shelf Talent! The Virginia Alcoholic Beverage Control Authority is seeking applicants for the Operations Tier 1 Support Analyst. The Operations Tier 1 Support Analyst is responsible for providing end-user support for technical and customer service-based queries for the ABC Help/Service Desk. This analyst responds to inquiries by phone and email, while actively engaging with peers and external teams to troubleshoot hardware, software and network connectivity issue while supporting applications. The Operations Tier 1 Support Analyst diagnoses issues through investigation, while logging incidents in the Authority approved ticketing system while serving as an escalation point for complex issues. This role is also responsible for providing exceptional customer service and updating and expanding the internal knowledge base to continually improve upon best practices among other duties.

Areas of Responsibility

• Excellent analytical skills and ability to identify, diagnose, and resolve complex issues.
• Correctly log incident tickets for all issues in Service Now upon implementation. Follow all SLA and protocols for calls, ticketing, and email response.
• Monitors the status of open incidents, escalate accordingly. Prioritize issues and coordinate escalation with frequent incident updating.
• Escalate issues to Tier 2 during and outside of core business hours while performing other duties as needed.
• Excellent analytical abilities to identify, diagnose and resolve customer call and email issues.
• Correctly log, monitor and escalate queries in incident management system.
• Address customer concerns quickly, develop and maintain SLAs by defining response and resolution times.

Minimum Qualifications

• Proven experience in customer support and/or Help Desk with at least 1-3 years experience.
• Strong technical knowledge of hardware, software, operating systems and network infrastructure
• Excellent problem-solving abilities, ability to resolve technical issues.
• Strong customer service skills, in both verbally and written forms.
• Proficient in Help Desk Call Center Software and ServiceNow ticketing systems (or similar)

Preferred Qualifications

• Bachelor's degree in computer science, information technology or equivalent experience.
• ITILv4 certification or working knowledge of practices.

We Offer:

• Excellent work/life balance
• Paid Time Off (PTO) earned every two weeks worked and 14 paid holidays
• Affordable healthcare with employer contributions
• Virginia Retirement System (VRS) benefits
• College Tuition Reimbursement program

Virginia ABC employees are covered under the Commonwealth's benefits package and VRS. However, authority employees are exempt from the Virginia Personnel Act and the Virginia Public Procurement Act. The Virginia Alcoholic Beverage Control Authority does not provide sponsorship. We are an equal opportunity employer without regard to sex, race, color, religion, national origin, age, sexual orientation, political affiliation, veteran status or disability. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply. ABC will provide, if requested, reasonable accommodation to applicants in need of accommodation in order to provide access to the application and/or interview process. The selected candidate must pass a criminal background check. VA ABC is a Military-Friendly Employer, is V3 Certified, and embraces Diversity, Equity, and Inclusion For full consideration, all applicants must fully complete all sections of the online application. A resume will not substitute for an incomplete application. Applicants have rights under Federal Employment Laws: Family and Medical Leave Act (FMLA) Know Your Rights Poster; and Employee Polygraph Protection Act (EPPA) We are an equal opportunity employer without regard to sex, race, color, religion, national origin, age, sexual orientation, political affiliation, veteran status, or disability. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply. ABC will provide, if requested, reasonable accommodation to applicants in need of accommodation in order to provide access to the application and/or interview process. All employment offers are contingent upon compliance with Form I-9 completion timeliness and confirmation of employment authorization by E-Verify and criminal history record checks are required prior to employment. In support of the Commonwealth's 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 Certificate of Disability (COD) provided by a Certified Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: DARS or call DARS at 800- 552-5019

Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force. Equal Opportunity Employer