Job Description

Overview
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.
Who May Apply
This position, IT Specialist IV (Job Requisition #53203), is open to all State employees and external applicants.
Please Note: This position is being recruited at multiple levels. If you would like to be considered for more than one level, you MUST apply to the specific Job Requisition.
Level II: 53180
Level III: 53202
Level IV: 53203
If you would like more information about this position, please contact
Resumes will not be accepted via e-mail. You must apply online to be considered.
Please note that multiple positions in the same work location may be filled from this job posting.
Environmental Factors
Work is generally performed in a standard office setting, but some travel may be required for which private means of transportation should be available. Tact and diplomacy is required in dealing with vendors and management. Work outside of regular work schedule should be anticipated.
Minimum Qualifications
Bachelor's degree in computer science AND two (2) or more years of experience in computer or network support, programming or analysis, or database administration.
OR
Associate's degree in computer science or college-level coursework that includes 15 computer science credits AND four (4) or more years of experience in computer or network support, programming or analysis, or database administration.
OR
Six (6) or more years of experience in computer or network support, programming or analysis, or database administration.
Preferred Qualifications

• Proven experience providing end-user support for hardware, software, and mobile devices
• Hands-on experience using remote support tools (e.g., Remote Desktop, TeamViewer, Dameware)
• Proficiency with Windows and/or macOS operating systems
• Experience with mobile device platforms (iOS and Android)
• Familiarity with enterprise ticketing systems (e.g., Ivanti, ServiceNow, Zendesk)

Total Compensation
As a State employee you are offered a great career opportunity, but it's more than a paycheck. The State's total compensation package features an outstanding set of employee benefits that are worth about 30% of your total compensation, including:

• 80% State paid medical premium and a dental plan at no cost for employees and their families
• Work/Life balance: 11 paid holidays each year and a generous leave plan
• State Paid Family and Medical Leave Insurance (FMLI)
• Two ways to save for your retirement: A State defined benefit pension plan and a deferred compensation 457(b) plan
• Tuition Reimbursement
• Flexible spending healthcare and childcare reimbursement accounts
• Low cost group life insurance
• Incentive-based Wellness Program
• Qualified Employer for Public Service Student Loan Forgiveness Program

Want the specifics? Explore the on our website.
Equal Opportunity Employer
The State of Vermont celebrates diversity, and is committed to providing an environment of mutual respect and meaningful inclusion that represents a variety of backgrounds, perspectives, and skills. The State does not discriminate in employment on the basis of race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, membership in an employee organization, family medical history or genetic information, or family or parental status. The State's employment decisions are merit-based. Retaliatory adverse employment actions by the State are forbidden.

Skills Required