Technical Support Analyst

Job Summary:

The VDH Technical Support Analyst 3 is responsible for assessing, maintaining, and supporting the district's technology infrastructure, including hardware, software, and systems. This role ensures reliable operations, provides technical assistance, and supports the planning and execution of technology-related projects. The position is part-time for 24 hours per week over three days and initially contracted for three months before transitioning to a permanent part-time role. Responsibilities:

• Evaluate district technology needs for hardware, software, systems, and upcoming projects.
• Track current and future initiatives, issues, concerns, and action items.
• Provide technical assistance and troubleshooting for applications, hardware, and system-related issues.
• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals.
• Coach staff on troubleshooting computers, hardware, phones, mobile devices, asset inventory tools, and software.
• Document, maintain, upgrade, or replace hardware and software systems.
• Maintain accurate district asset inventory records.
• Review and recommend procurement of IT equipment.
• Maintain required security controls over software and related systems.
• Advise users on available technologies to support business needs.
• Communicate user needs to the VDH IT Operations Center or VITA for additional guidance or solutions.
• Escalate urgent issues and outages to the VDH IT Operations Center, Information Security Office, and VITA as appropriate.

Required Skills & Certifications:

• Knowledge of IT Service Management: Incident, Change, Service Request, and Asset Management (1 year).
• General knowledge of MS 365 applications including Word, PowerPoint, Excel, Outlook, SharePoint, and Teams (1 year).
• Experience leading meetings and configuring audio equipment (1 year).
• Hands-on or service desk experience troubleshooting hardware and software (1 year).
• Ability to create professional communications to users (1 year).
• Strong skills in managing and prioritizing work (1 year).
• Basic understanding of writing technical processes and instructions to simplify user processes (1 year).
• Clear written communication skills explaining technical issues and solutions, with follow-up capability (1 year).
• Ability to meet with staff, gather detailed technical information, and discuss resolutions (1 year).
• Basic understanding of various technologies and research skills to troubleshoot issues (1 year).
• Experience working on PC Refresh projects with Executive Branch agencies within Virginia (1 year).
• Knowledge of Virginia Information Technologies Agency policies related to PC Refresh (1 year).
• Demonstrated teamwork and collaboration skills (1 year).

Preferred Skills & Certifications:

• Experience planning, executing, and supporting full office relocations including structured cabling, network wiring, and equipment setup (1 year).
• Excellent project management skills and ability to manage multiple priorities (1 year).

Special Considerations:

• Must physically reside within the United States for the duration of the assignment in compliance with Commonwealth of Virginia security policies.

Scheduling:

• Part-time role working 24 hours per week, spread across three days per week.
• Initial contract duration is three months, with transition to a permanent part-time position maintaining the same hours.