Lead IT Support Technician (Network/Telecom Analyst II)

Fairfax County Government is seeking a Lead IT Support Technician to support the DPWES Workplace IT Service Desk and provide senior Tier II to Tier III end-user support for the Capital Facilities (CAP) division. This onsite role in Fairfax, VA includes Windows and Active Directory administration, service desk leadership, and coordination with other IT teams to maintain reliable workplace technology.

Role Summary

As the primary IT support contact for CAP, you will administer and maintain Windows and Active Directory environments, resolve a range of end-user and connectivity issues, and coordinate incident resolution and planned upgrades with the Department of Information Technology (DIT). You will also serve as CAP’s Information Security Coordinator and support the IT Support Manager with process improvements and documentation.

Key Responsibilities

• Build, test, and deploy Windows PCs, including imaging, software packaging, and installation for new deployments and upgrades.
• Administer Active Directory, including users, groups, domains, distribution lists, shared mailboxes, and network shares, using SCCM and Windows administration tools.
• Deliver service desk support by resolving application, PC, software, mobile device, printer, and connectivity issues while maintaining timely and accurate ticket management in ServiceNow and using strong written and verbal communication.
• Diagnose hardware and software problems, implement solutions, and escalate or coordinate with other IT groups to ensure timely resolution.
• Build deep subject matter expertise of DPWES Capital Facilities (CAP) to define hardware and software solutions, provide proposals and recommendations, and lead or coordinate implementations.
• Act as CAP’s Information Security Coordinator by leading policy compliance, serving as the primary security contact, and administering user security training.
• Partner with other Lead IT Support Technicians and manage vendor relationships to support Windows server and application administration, coordinating with users and IT staff on changes and new releases.
• Serve as an IT liaison to DIT for incident resolution, upgrades, patches, and other IT initiatives, ensuring communication and coordination between DPWES and DIT.
• Support the IT Support Manager with developing and enhancing operational processes and procedures, system documentation, and maintaining PC and software asset management controls.

Required Qualifications

• Associate degree in computer science, electrical engineering, electronics, or a related field plus three years of network and/or telecommunications experience; or a bachelor’s degree in such fields plus one year of experience in network or telecommunications system design, analysis, installation, and troubleshooting.
• Valid driver’s license.
• Successful completion of a criminal background and driving record check to the satisfaction of the employer.

Preferred Qualifications

• Bachelor’s degree or equivalent in IT, computer science, management information systems, or a related field from an accredited university.
• Windows Server 2025 operating system administration experience.
• Minimum four years of Service Desk experience providing hands-on PC, software, and peripheral support to end-users, specifically Microsoft Office products.
• Experience with scripting and PowerShell.
• Strong proficiency supporting Windows 11, Microsoft Office Suite (including Teams), basic networking concepts, iOS, and Dell PC hardware.
• Relevant certifications such as CompTIA A+, CompTIA Security+, Microsoft 365 Endpoint Administrator, or equivalent are strongly preferred.
• Demonstrated experience administering, installing, configuring, and supporting applications or systems.
• Experience supporting or working closely with Capital Facilities, surveying, or similar infrastructure-focused agencies, including familiarity with capital projects and construction environments.
• Experience with asset management, including inventory control and PC replacement cycles.
• Experience establishing and maintaining vendor relationships.

Technologies

• Windows PCs, Active Directory, SCCM, Windows administration tools, ServiceNow, Service Desk
• Windows Server 2025, Windows 11, PowerShell
• Microsoft Office Suite, Microsoft Teams, Microsoft 365 Endpoint Administrator
• CompTIA A+, CompTIA Security+, iOS, Dell PC hardware
• Windows Server and Windows-based application systems
• PC and software asset management controls

Schedule, Travel, and Emergency Essential Requirements

• Travel between different work locations throughout Fairfax County is required.
• Participation in an on-call rotation is required to support occasional critical events.
• May involve after-hours remote or on-site response.
• This position is designated as emergency essential personnel and may require response during inclement weather or emergency situations.
• May require work on weekends and holidays.

Physical Requirements

• Ability to shelve materials at all height levels.
• Ability to stoop, bend, and reach.
• Ability to travel to various locations throughout Fairfax County.
• Ability to move computer components (maximum weight 30 pounds).
• All duties performed with or without reasonable accommodations.

Compensation and Education

• Salary: USD 76,983 - 134,721 per year
• Minimum experience: 1 years
• Education: Associate degree or bachelor’s degree in a related field

Benefits

• Defined-benefit retirement plan
• Medical, life, and disability insurance
• Paid leave
• Tuition reimbursement
• Reasonable accommodations for individuals with disabilities
• LiveWell Program

Selection Procedure

Panel interview and may include an exercise.