IT Support Center Specialist III

The IT Support Center Specialist III is a senior, hands-on role within the City of Virginia Beach’s Information Technology department, supporting remote and hybrid work for the Virginia and North Carolina surrounding areas. In this position, you will lead specialized support activities, help implement new technologies, and provide first-level resolution for complex incidents while coordinating escalations to the appropriate IT specialty units.

Role overview

• Team lead assigned to the IT Support Center, administering and coordinating specialized support services and assisting other Support Center personnel.
• Coordinates implementation of new technologies to support Support Center services, and monitors and maintains specialized work processes associated with those services.
• May perform the functions of the Support Center Supervisor when required.
• Acts as senior support center specialist, leading lower-level specialists and handling the most difficult service and trouble calls, then elevates complex or high priority issues to specialty units in IT.
• Provides advanced level technical support focused on first-level resolution of reported incidents and service requests using specific technical expertise.

Incident handling and communication

• Troubleshoots customer technical incidents via telephone and email.
• Remotes into the caller’s computer to analyze and resolve reported incidents.
• Leads lower-level Specialists in resolving IT issues via telephone, email, or by remoting into the caller’s desktop.
• Tracks service and trouble calls elevated to specialty units and closes out resolved calls.
• Elevates complex and/or high priority incidents and service requests to appropriate support groups for resolution.

Technology, tools, and knowledge base

• Implements new technologies and specialized work processes to support Support Center services.
• Monitors and maintains current and new processes and the Support Center database used to analyze caller problems and determine best practices.
• Assists callers in applying solutions.
• Maintains the technical information databases (knowledge base) used by the Support Center.
• Supports technologies including Active Directory, Office 365, Exchange, Azure, and SCCM.

Scheduling, performance support, and training

• May oversee the entire team of Support Center personnel during periods of high call volume or when the Supervisor is absent.
• Assists the Support Center Supervisor with developing weekly work schedules and monitoring operating performance.
• Supports evaluation and improvement of the Support Center organization.
• Develops and delivers technical training to Support Center staff and, when appropriate, designated client groups.

Compensation and location

• Location: Virginia Beach, VA (hybrid)
• Department: Information Technology
• Compensation grade: G24
• Pay range: USD 54,288 - 84,156 per year
• Starting salary: Starting salary may be negotiable based on qualifications
• Exempt: No (position is not eligible for overtime)

Minimum qualifications

• Requires a combination of education and experience (above high school) equivalent to at least six (6) years in fields utilizing the required knowledge, skills, and abilities.
• At least two (2) years of concentrated work within a technology-related support center/customer call center.
• Current and valid driver’s license required.

Working conditions

• Employees may be expected to work hours beyond normally scheduled hours in response to short-term departmental needs and/or City-wide emergencies.
• Must be available to work evenings, weekends, holidays, and overtime when required to meet operational needs.
• Designated as an Alpha I position, requiring work during inclement weather regardless of the City’s operational status.
• ADA accommodations are available upon request in accordance with the City’s hiring and employment practices, unless an accommodation would cause undue hardship.

Benefits

• Paid time off and paid holidays
• Health, dental and vision insurance options
• Wellness program
• Retirement
• Tuition reimbursement and more
• Full-time employees contribute 5% of annual salary toward their retirement account under VRS provisions via a pre-tax payroll deduction

Additional details

• Min experience: 6 years
• Preferences: 1 year service desk/Call center experience; lead experience in a call center; recent (last two years) Service Desk/Customer Service experience; experience managing ticket queues with first-level troubleshooting and escalation support; Active Directory, Office 365, Exchange, Azure, SCCM
• Department: Information Technology
• Drug-free workplace: City of Virginia Beach maintains a drug-free workplace
• EEO: Equal opportunity employer committed to a diverse and inclusive work environment
• Job posting end date: November 1, 2026
• Official job description link: https://virginiabeach.gov/careers/job-descriptions-pay-plans?search=&group=E