What are the responsibilities and job description for the IT Support Center Specialist I position at Abacus Service Corporation?
Service Desk
City of Virginia Beach Organizational Mission & Values
The City of Virginia Beach exists to enhance the economic, educational, social and physical quality of the
community and provide sustainable municipal services which are valued by its citizens. The City of
Virginia Beach organization is based upon a belief in the democratic process of government. This belief
provides meaningful ways for citizens, reflecting the diversity of our City, to contribute to the
development of public policy. This process is enhanced by organizational values which guide member
performance within the Virginia Beach Quality Service System. These Values define our desired
organizational culture. We value quality customer service; teamwork; leadership and learning; integrity;
commitment; and inclusion and diversity.
Class Summary
Serve as a frontline technical specialist assigned to the IT Service Desk; provide technical advice and
assistance to subordinate Specialists in resolving client calls, and may directly respond to client calls.
When a client call cannot be quickly resolved by the incumbent, the call may be assigned to another
Specialist according to the technical specialty required, or elevated to the correct support group. In
addition to the direct support responsibilities outlined above, maintain the content of the technical
information databases used by the Service Desk and may provide support for standard operational and
management reporting needs as required. May also supervise subordinate staff according to their
technical specialty and may provide technical training to clients and Support Center personnel, and be
assigned various project responsibilities. Troubleshoot customer technical incidents in a remote support
environment and provide limited desktop support to clients to assist in resolving and/or analyzing
reported incidents.
Representative Work Functions and Responsibilities
Provide an advanced level of technical support through first-level resolution of reported incidents and
service requests based on specific technical expertise.
Serve as a member of the IT Service Desk and assist subordinate Specialists and other technical support
groups in resolving client calls, incidents, and service tickets as assigned within targeted service level
objectives.
Elevate complex and/or high priority incidents and service requests to the appropriate support groups
for resolution.
Maintain the technical information databases (knowledge base) used by the Service Desk.
Develop and deliver technical training to the Service Desk staff and, when appropriate, to designated
client groups.
Manage specific individual projects as assigned; may also be periodically assigned to work as a resource
on a IT-managed Project Team and/or to serve as a subject matter expert for IT-managed Projects.
May be assigned as a supervisor to subordinate staff according to technical specialty; may perform the
functions of the Service Desk Manger or designee when required.
Perform other job duties requiring skills, knowledge and physical requirements as demanded by those
duties described or less. Individual assignments will be determined by the supervisor based on then
current workloads and department needs.
Performance Standards
Monitor and confirm accuracy of solutions provided to complex technical incidents and service requests
assigned to the Service Desk. Utilize analytical and problem solving skills in the areas of research,
analysis and recommendations for workarounds for technical issues. Provide exceptional
communication skills demonstrated through clear written and verbal support to clients, interpreting a
variety of instructions, professional speaking voice on the phone, effectively delivering clear messages,
and writing professional documents in all types of correspondence (e.g. memorandum, e-mail, instant
messaging, letter, etc.) with communication of information to appropriate persons. Excellent reasoning
ability demonstrated through effective interpersonal skills, prioritizing tasks in a fast-paced work
environment, working effectively under pressure, setting personal deadlines, and utilizing effective time
management skills. Performance capability in providing accurate call recording, analysis, assignment
and/or routing to help restore service within the Service Desk's targeted service level metrics.
Adherence to timely elevation of complex and/or high priority service tickets to the appropriate support
groups as required. Accuracy and timeliness of updates made to technical information databases
(knowledge base) for Service Desk Specialists. Prepare and coordinate custom training sessions for
Service Desk staff and client groups as required. Provide subject matter expertise, analysis and project
management support for Service Desk operating projects and IT-managed projects. Review and analyze
operational and management reports to ensure adherence to established performance metrics and to
provide recommendations for continual process improvement.
Minimum Qualifications
Any combination of education and experience (above the high school level) equivalent to a minimum of
four (4) years in fields utilizing the required knowledge, skills and abilities; or any equivalent
combination of experience and training which provides the required knowledge, skills, and abilities.
Must have, or obtain, a current and valid Virginia or North Carolina driver's license in accordance with
Virginia or North Carolina DMV driver's license eligibility requirements.
Preferred Qualifications
Recent work experience within a Technical Call Center/Support Center/Help Desk in a job role
equivalent to Support Center Specialist, Help Desk Analyst, Service Desk Technician, Help Desk
Technician or Tier 1/ Level 1 Support.
Special Requirements
All employees may be expected to work hours in excess of their normally scheduled hours in response to
short-term department needs and/or City-wide emergencies.
Positions within this class have been designated as Alpha I positions requiring employees to work during
inclement weather, regardless of the City's operational status.
Knowledge-Skills-Abilities Required to Perform Satisfactorily
A. Knowledge
a. Knowledge of industry best practices and standards for an IT Support Center Specialist
b. Knowledge of call center technologies used within an IT Support Center/Service Desk.
c. Knowledge of IT Support Center/Service Desk software and monitoring tools.
d. Knowledge of industry standards and best practices for IT Service Management.
e. Knowledge of IT Support Center/Service Desk operational policies, standards and
procedures.
f. Knowledge of departmental policies and procedures.
g. Knowledge in one or more specific technical areas of expertise to include
Communications, Networks, Platforms/OS, Accounts Management, Database
Management Systems, Hardware and/or Applications
h. Knowledge of reporting tools and database structured query language(s) used in
advanced report writing.
B. Skills
a. Skill in providing exceptional customer service.
b. Skill in assisting users reporting service interruptions, outages or making service
requests for IT applications, products and services.
c. Skill in adhering to procedures related to call recording, classification, prioritization, and
escalation.
d. Skill in providing first-level troubleshooting and escalation support for incidents and
service requests.
e. Skill in resolving client calls, incidents, and service tickets using advanced analytical and
problem-solving skills in a specific area of technical expertise.
f. Skill in adhering to and training others in procedures related to a specific area of
technical expertise.
g. Skill in oral and written communications.
h. Skill in providing technical support via multiple channels (phone, e-mail, instant
messaging, web, and remote desktop).
i. Skill in accurately documenting and maintaining technical solutions within a technical
information database (knowledge base).
j. Skill in managing and prioritizing work assignments in a fast-paced work environment.
k. Skill in maintaining accurate, current information within a Service Desk Management
System.
l. Skill in opening and closing service calls within a Service Desk Management System.
m. Skill in managing the work flow of subordinate staff.
n. Skill in using reporting tools and database structured query language(s) for advanced
report writing.
C. Abilities
a. Ability to assist other Support Center Specialists in responding directly to client calls.
b. Ability to provide rapid response to reports of service interruptions, outages and service
requests received via multiple communications channels (telephone, e-mail, chat,
instant messaging, and web).
c. Ability to appropriately record required user and incident information in the Service
Desk Management System.
d. Ability to troubleshoot and monitor customer technical incidents in a remote support
environment.
e. Ability to help customers resolve technical incidents within a timely manner.
f. Ability to document incidents, requests and resolutions within Service Desk
Management System.
g. Ability to analyze logs and spot common trends and underlying problems.
h. Ability to determine the most effective manner to resolve the client's reported incident.
i. Ability to elevate complex and/or high priority incidents to the appropriate support
groups for resolution.
j. Ability to track the status of all open service tickets using the Service Desk Management
System.
k. Ability to verify that suggested solutions effectively resolve the users' reported
incidents.
l. Ability to effectively communicate with customers via multiple communications
channels.
m. Ability to maintain effective working relationships with management, department, user
and contracted personnel.
n. Ability to receive, execute and effectively communicate complex oral and written
instructions.
o. Ability to perform application, hardware, software and connectivity troubleshooting
within a Support Center (remote support) environment.
p. Ability to independently resolve most assigned service tickets using available resources.
q. Ability to manage and maintain routine and complex reports using approved reporting
tool set.
r. Ability to answer phones and provide phone support for extended periods of time.
s. Ability to sit and/or work at a computer or office desk for extended periods of time.
t. Ability to work varied hours in addition to normal work schedule.
City of Virginia Beach Organizational Mission & Values
The City of Virginia Beach exists to enhance the economic, educational, social and physical quality of the
community and provide sustainable municipal services which are valued by its citizens. The City of
Virginia Beach organization is based upon a belief in the democratic process of government. This belief
provides meaningful ways for citizens, reflecting the diversity of our City, to contribute to the
development of public policy. This process is enhanced by organizational values which guide member
performance within the Virginia Beach Quality Service System. These Values define our desired
organizational culture. We value quality customer service; teamwork; leadership and learning; integrity;
commitment; and inclusion and diversity.
Class Summary
Serve as a frontline technical specialist assigned to the IT Service Desk; provide technical advice and
assistance to subordinate Specialists in resolving client calls, and may directly respond to client calls.
When a client call cannot be quickly resolved by the incumbent, the call may be assigned to another
Specialist according to the technical specialty required, or elevated to the correct support group. In
addition to the direct support responsibilities outlined above, maintain the content of the technical
information databases used by the Service Desk and may provide support for standard operational and
management reporting needs as required. May also supervise subordinate staff according to their
technical specialty and may provide technical training to clients and Support Center personnel, and be
assigned various project responsibilities. Troubleshoot customer technical incidents in a remote support
environment and provide limited desktop support to clients to assist in resolving and/or analyzing
reported incidents.
Representative Work Functions and Responsibilities
Provide an advanced level of technical support through first-level resolution of reported incidents and
service requests based on specific technical expertise.
Serve as a member of the IT Service Desk and assist subordinate Specialists and other technical support
groups in resolving client calls, incidents, and service tickets as assigned within targeted service level
objectives.
Elevate complex and/or high priority incidents and service requests to the appropriate support groups
for resolution.
Maintain the technical information databases (knowledge base) used by the Service Desk.
Develop and deliver technical training to the Service Desk staff and, when appropriate, to designated
client groups.
Manage specific individual projects as assigned; may also be periodically assigned to work as a resource
on a IT-managed Project Team and/or to serve as a subject matter expert for IT-managed Projects.
May be assigned as a supervisor to subordinate staff according to technical specialty; may perform the
functions of the Service Desk Manger or designee when required.
Perform other job duties requiring skills, knowledge and physical requirements as demanded by those
duties described or less. Individual assignments will be determined by the supervisor based on then
current workloads and department needs.
Performance Standards
Monitor and confirm accuracy of solutions provided to complex technical incidents and service requests
assigned to the Service Desk. Utilize analytical and problem solving skills in the areas of research,
analysis and recommendations for workarounds for technical issues. Provide exceptional
communication skills demonstrated through clear written and verbal support to clients, interpreting a
variety of instructions, professional speaking voice on the phone, effectively delivering clear messages,
and writing professional documents in all types of correspondence (e.g. memorandum, e-mail, instant
messaging, letter, etc.) with communication of information to appropriate persons. Excellent reasoning
ability demonstrated through effective interpersonal skills, prioritizing tasks in a fast-paced work
environment, working effectively under pressure, setting personal deadlines, and utilizing effective time
management skills. Performance capability in providing accurate call recording, analysis, assignment
and/or routing to help restore service within the Service Desk's targeted service level metrics.
Adherence to timely elevation of complex and/or high priority service tickets to the appropriate support
groups as required. Accuracy and timeliness of updates made to technical information databases
(knowledge base) for Service Desk Specialists. Prepare and coordinate custom training sessions for
Service Desk staff and client groups as required. Provide subject matter expertise, analysis and project
management support for Service Desk operating projects and IT-managed projects. Review and analyze
operational and management reports to ensure adherence to established performance metrics and to
provide recommendations for continual process improvement.
Minimum Qualifications
Any combination of education and experience (above the high school level) equivalent to a minimum of
four (4) years in fields utilizing the required knowledge, skills and abilities; or any equivalent
combination of experience and training which provides the required knowledge, skills, and abilities.
Must have, or obtain, a current and valid Virginia or North Carolina driver's license in accordance with
Virginia or North Carolina DMV driver's license eligibility requirements.
Preferred Qualifications
Recent work experience within a Technical Call Center/Support Center/Help Desk in a job role
equivalent to Support Center Specialist, Help Desk Analyst, Service Desk Technician, Help Desk
Technician or Tier 1/ Level 1 Support.
Special Requirements
All employees may be expected to work hours in excess of their normally scheduled hours in response to
short-term department needs and/or City-wide emergencies.
Positions within this class have been designated as Alpha I positions requiring employees to work during
inclement weather, regardless of the City's operational status.
Knowledge-Skills-Abilities Required to Perform Satisfactorily
A. Knowledge
a. Knowledge of industry best practices and standards for an IT Support Center Specialist
b. Knowledge of call center technologies used within an IT Support Center/Service Desk.
c. Knowledge of IT Support Center/Service Desk software and monitoring tools.
d. Knowledge of industry standards and best practices for IT Service Management.
e. Knowledge of IT Support Center/Service Desk operational policies, standards and
procedures.
f. Knowledge of departmental policies and procedures.
g. Knowledge in one or more specific technical areas of expertise to include
Communications, Networks, Platforms/OS, Accounts Management, Database
Management Systems, Hardware and/or Applications
h. Knowledge of reporting tools and database structured query language(s) used in
advanced report writing.
B. Skills
a. Skill in providing exceptional customer service.
b. Skill in assisting users reporting service interruptions, outages or making service
requests for IT applications, products and services.
c. Skill in adhering to procedures related to call recording, classification, prioritization, and
escalation.
d. Skill in providing first-level troubleshooting and escalation support for incidents and
service requests.
e. Skill in resolving client calls, incidents, and service tickets using advanced analytical and
problem-solving skills in a specific area of technical expertise.
f. Skill in adhering to and training others in procedures related to a specific area of
technical expertise.
g. Skill in oral and written communications.
h. Skill in providing technical support via multiple channels (phone, e-mail, instant
messaging, web, and remote desktop).
i. Skill in accurately documenting and maintaining technical solutions within a technical
information database (knowledge base).
j. Skill in managing and prioritizing work assignments in a fast-paced work environment.
k. Skill in maintaining accurate, current information within a Service Desk Management
System.
l. Skill in opening and closing service calls within a Service Desk Management System.
m. Skill in managing the work flow of subordinate staff.
n. Skill in using reporting tools and database structured query language(s) for advanced
report writing.
C. Abilities
a. Ability to assist other Support Center Specialists in responding directly to client calls.
b. Ability to provide rapid response to reports of service interruptions, outages and service
requests received via multiple communications channels (telephone, e-mail, chat,
instant messaging, and web).
c. Ability to appropriately record required user and incident information in the Service
Desk Management System.
d. Ability to troubleshoot and monitor customer technical incidents in a remote support
environment.
e. Ability to help customers resolve technical incidents within a timely manner.
f. Ability to document incidents, requests and resolutions within Service Desk
Management System.
g. Ability to analyze logs and spot common trends and underlying problems.
h. Ability to determine the most effective manner to resolve the client's reported incident.
i. Ability to elevate complex and/or high priority incidents to the appropriate support
groups for resolution.
j. Ability to track the status of all open service tickets using the Service Desk Management
System.
k. Ability to verify that suggested solutions effectively resolve the users' reported
incidents.
l. Ability to effectively communicate with customers via multiple communications
channels.
m. Ability to maintain effective working relationships with management, department, user
and contracted personnel.
n. Ability to receive, execute and effectively communicate complex oral and written
instructions.
o. Ability to perform application, hardware, software and connectivity troubleshooting
within a Support Center (remote support) environment.
p. Ability to independently resolve most assigned service tickets using available resources.
q. Ability to manage and maintain routine and complex reports using approved reporting
tool set.
r. Ability to answer phones and provide phone support for extended periods of time.
s. Ability to sit and/or work at a computer or office desk for extended periods of time.
t. Ability to work varied hours in addition to normal work schedule.
