Help Desk Specialist

Requirements: MUST possess a valid driver's license – will drive a state vehicle

This position is responsible for providing agency-specific end user support throughout the state of Virginia, with a primary focus on the VDOT Culpeper District. The role requires hands-on, onsite assistance and regular interaction with end users to resolve technical issues and ensure smooth operation of IT systems.

Key Responsibilities:

Provide front-line support to end users, including troubleshooting hardware and software issues across desktops, laptops, and wireless devices

Manage help desk tickets using tracking and reporting tools; escalate issues as needed and communicate resolutions in a timely and professional manner

Support Microsoft Desktop products including Windows OS, SharePoint, MS Office Suite, and MS Teams

Deliver outstanding customer service with a strong “customer-first” approach

Maintain accurate documentation of incidents, resolutions, and asset management

Assist in the installation, maintenance, and troubleshooting of network cabling infrastructure, including Ethernet cabling (Cat6/Cat6a) and patch panel terminations

Support the setup and testing of network drops, cable labeling, and physical connectivity checks

Collaborate with senior technicians and network engineers on small-scale cabling projects and office relocations

Maintain organization and inventory of cabling tools, equipment, and supplies

Drive a state vehicle to various locations within the assigned region for onsite support

Qualifications:

Valid driver's license (required)

Excellent verbal and written communication skills

Ability to work independently in a field environment and manage multiple priorities

Familiarity with basic network concepts and a willingness to learn structured cabling standards

Prior experience with IT support, help desk systems, or customer service preferred