IT Specialist II

at State of Vermont in Waterbury, Vermont, United States

Job Description

The Vermont Agency of Digital Services is seeking a highly motivated and service-driven IT Support Technician to join our dynamic team. This is a great opportunity to play a critical role in supporting the digital infrastructure that powers state government. You'll work closely with both the Desktop Support Team and the Service Desk, helping ensure that thousands of state employees across Vermont receive timely and expert technical assistance.

This is more than just a support role - it's a chance to be part of an evolving digital agency that values innovation, collaboration, and public service.

Responsibilities:

• Manage support tickets: Triage incoming support requests, assign them to the appropriate teams, and ensure timely follow-up and resolution.
• Provide first-tier support: Assist users with common hardware and software issues, guiding them through solutions with patience and clarity.
• Deliver second-tier support: Use administrative tools and permissions to remotely diagnose and resolve more complex technical problems.
• Provision and deploy technology: Image and configure new devices such as laptops, desktops, mobile phones, and desk phones for end users.
• Software installation & licensing: Support the deployment and license management of approved software packages.
• Document and share knowledge: Create step-by-step guides, FAQs, and internal documentation that enhance the self-service experience for users and the efficiency of your colleagues.
• Collaborate across teams: Work closely with various IT units to troubleshoot cross-functional issues and deliver comprehensive support solutions.
• Support the strategic direction of the Agency of Digital Services and contribute to its overall success.

Candidates should have:

• A service-first mindset - you find satisfaction in helping others succeed.
• A strong foundation in supporting modern computers, operating systems, and mobile devices.
• Excellent verbal and written communication skills and the ability to translate tech jargon into user-friendly language.
• Familiarity with IT service management frameworks, such as ITIL.
• The ability to balance multiple priorities while maintaining attention to detail.
• A collaborative spirit and the willingness to engage with teams across departments. 
• Experience leading a team of IT Support Technicians is highly desirable.

We offer a competitive salary and benefits package, along with opportunities for professional growth and development. If you are a highly skilled Technical Support Technician with a passion for providing exemplary service, we encourage you to apply.

A fingerprint-supported background check may be required based on the assigned job duties and location.

Work is performed in a standard office setting, but some travel may be required for which private means of transportation should be available. Some maintenance work on assigned equipment may be necessary and some work outside of regular work schedule may be required.