Vaemergency
Title:
IT Operations Tier 1 Support Position ID:
#78406 Location:
7450 Freight Way, Mechanicsville, Virginia 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 analyst provides end‑user support for technical and customer service–based queries for the ABC Help/Service Desk, responding to inquiries by phone and email while engaging with peers and external teams to troubleshoot hardware, software and network connectivity issues. The analyst diagnoses issues, logs incidents in the Authority‑approved ticketing system, serves as an escalation point for complex problems, delivers exceptional customer service, and continually updates the internal knowledge base. 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, following all SLA and protocols for calls, ticketing, and email response. Monitor the status of open incidents and prioritize issues, coordinating escalation and providing frequent incident updates. 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 the incident management system. Address customer concerns quickly, developing and maintaining SLAs by defining response and resolution times. Minimum Qualifications
Bachelor’s degree in computer science, information technology or equivalent experience. ITILv4 certification or working knowledge of ITIL practices. Benefits
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. 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 to access 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. Applicants have rights under Federal Employment Laws: Family and Medical Leave Act (FMLA) Know Your Rights Poster; and Employee Polygraph Protection Act (EPPA). For full consideration, all applicants must fully complete all sections of the online application; a resume will not substitute for an incomplete application. All employment offers are contingent upon compliance with Form I‑9 completion timeliness, confirmation of employment authorization by E‑Verify, and criminal history record checks prior to employment. In support of the Commonwealth’s commitment to inclusion, we encourage individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered, applicants need to provide their Certificate of Disability (COD) from a Certified Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS). Veterans are encouraged to submit their veteran status and disability documentation to DARS for COD.
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IT Operations Tier 1 Support Position ID:
#78406 Location:
7450 Freight Way, Mechanicsville, Virginia 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 analyst provides end‑user support for technical and customer service–based queries for the ABC Help/Service Desk, responding to inquiries by phone and email while engaging with peers and external teams to troubleshoot hardware, software and network connectivity issues. The analyst diagnoses issues, logs incidents in the Authority‑approved ticketing system, serves as an escalation point for complex problems, delivers exceptional customer service, and continually updates the internal knowledge base. 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, following all SLA and protocols for calls, ticketing, and email response. Monitor the status of open incidents and prioritize issues, coordinating escalation and providing frequent incident updates. 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 the incident management system. Address customer concerns quickly, developing and maintaining SLAs by defining response and resolution times. Minimum Qualifications
Bachelor’s degree in computer science, information technology or equivalent experience. ITILv4 certification or working knowledge of ITIL practices. Benefits
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. 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 to access 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. Applicants have rights under Federal Employment Laws: Family and Medical Leave Act (FMLA) Know Your Rights Poster; and Employee Polygraph Protection Act (EPPA). For full consideration, all applicants must fully complete all sections of the online application; a resume will not substitute for an incomplete application. All employment offers are contingent upon compliance with Form I‑9 completion timeliness, confirmation of employment authorization by E‑Verify, and criminal history record checks prior to employment. In support of the Commonwealth’s commitment to inclusion, we encourage individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered, applicants need to provide their Certificate of Disability (COD) from a Certified Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS). Veterans are encouraged to submit their veteran status and disability documentation to DARS for COD.
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