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VDOT System Admin - Salem VA


*Candidates must live in Virginia and be able to go to Salem, VA location to pick up laptop
*Candidates must be willing to work onsite in Salem, VA at least one day every week
**Microsoft Teams interviews only, must have Webcam for interview
*engagement will be extended beyond 6/30, possibly 6-12+ months

Position responsible for technical support of the Verizon Virtual Contact Center (VCC) Solution and its
integration with Microsoft Dynamics. The systems support the VDOT Customer Service Center (CSC) and
all 31 Residency offices.
This position will be providing technical support to the Customer Service Center and Residency
Employees who use the Verizon VCC. Position is responsible for providing technical support to include
maintenance, configuration, monitoring and troubleshooting of the Verizon VCC, creating architectural
diagrams, system documentation and other procedural documents. Serves as liaison with Verizon for
system issues, repairs, and routine maintenance. Works with Verizon technical support throughout any
outage or repair, and provides updates routinely to business and ITD leadership. Responsible for
maintaining network switches and routers that provide system redundancy. Responsible for network
analysis and diagnostic utilities. Experience with JSON preferred.
Work closely with CSC Business owners and IT Systems Engineering Manager. Detailed Duties include:
Ability to build, define, and run reports using the VCC, to design and manage call flows, to manage users
of the VCC, Microsoft Dynamics and SharePoint services, to configure and support the VCC (remote call
center agent) software.
Candidate will work with the VDOT CSC, Residency, and Emergency call-taker staff to set-up remote
agent workstations and phones for daily operations and severe weather events. Candidate should have
the ability to translate and describe technical issues in easy-to-understand terms for consumption by all
stakeholders.
Troubleshoot and resolve call routing problems. Ability to manage, monitor and troubleshoot LAN/WAN
connections. Ability to configure IVR and automated attendant systems (hosted & internal), to provide
technical support for a variety of business applications, including Edge, Chrome, VCC, Customer Service
Center (CSC) 3.0 (Microsoft Dynamics) and work order management systems (HMMS). Ability to provide
remote support for regular staff and emergency call-takers. Ability to perform Root Cause and Post-
Mortem analysis and reporting. Ability to support the training of call-takers and system users statewide.
Ability to provide 24/7 support for call center operations (server & desktop support).

System Knowledge:
- Verizon Virtual Contact Center
- JSON
- IVR systems (internal & hosted)
- Microsoft Dynamics 365
- Active Directory
- Cisco network switches, routers, & firewalls

Experience:
- Experience creating systems and procedural documentation
- Experience creating end user documentation for routine tasks
- Experience providing local and remote technical support in a call center environment (preferred)
- Experience working with system owners to define system functional requirements
- Experience with network analysis and diagnostics utilities (WireShark, TShark, NMAP, Fiddler2, etc.)
- Experience with project management (preferred)
- Experience with command line scripting & system automation in Windows (preferred) Required/Desired Skills