It Operations Tier 1 Support

IT Operations Tier 1 Support
Position # W78410
Hourly Rate: $25.20-$28.11
Join Our Team Crafted of Virginia's Top Shelf Talent!
Virginia ABC's ITS Division is seeking three Tier 1 Operations Supports to be apart of our Client Services Team.
The Client Services Team provides the highest quality of customer service and technical support throughout the Authority. They are responsible for systems administration of critical infrastructure that supports Virginia ABC’s Retail Division while maintaining compliance with both the PCI DSS v3.1 Standard and the Commonwealth of Virginia ITRM Standard (SEC-501-09). This infrastructure includes ABC Retail Division’s Active Directory Domain, Cisco Wireless Infrastructure, Mobile Device Management, Enterprise Backup Services, Configuration Management, Security Updates, and Endpoint Protection
Both positions are part-time (29 hours per week) and will provide Tier I technical support to end-users and retail operations on a variety of issues.
Our Mission
Virginia ABC generates a reliable stream of revenue for Virginia and promotes public safety through the responsible sale and regulation of alcoholic beverages.
Our Vision
To bring good spirits and excellent service to Virginia.
Our Values
Accountability -Service - Integrity - Performance Excellence
ESSENTIAL JOB FUNCTIONS

• Able to Identify, research and resolve technical and procedural issues.
• Respond to telephone calls, emails, tickets, and personnel requests for technical
• support.
• Document, track, and monitor issues/tickets to ensure a timely resolution.
• Escalate unresolved issues/ticket to Tier II/III support.
• Must have the ability to Read and comprehend technical procedures and standard
• operating procedures (SOP), and Communicate accurate and useful status updates.
• Manage and report time spent on all work activities.
• Have the ability to work in a team environment.
• Must be customer service focused.
• Work independently and proactively with minimal supervision/direction.

MINIMUM QUALIFICATIONS AND SKILLS

• Technical customer service experience or equivalent education.
• Must be able to work flexible shift schedules, to include nights, weekends and holidays.

** Telework is at the discretion of the supervisor, currently COVID-19 teleworking.
Virginia Alcoholic Beverage Control Authority headquarters office has relocated to 7450 Freight Way, Mechanicsville, VA 23116.
VA ABC is a Military-Friendly Employer, is V3 Certified, and embraces Diversity, Equity, and Inclusion.
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