Technical Support Analyst 3

JOb:VDH Technical Support Analyst 3 (807893)

Location : 301 Halifax St

Petersburg VA 23803

Interview mode: In Person Only

This is a 3 day per week role for a total of 24 hours per week for three months and then the position will be transitioned to a permanent Wage (part-time) position but still at 24 hours per week.

Assessing, maintaining, supporting district's technology: including hardware, software, systems, upcoming technology initiatives. Ensures reliable operations, provides technical assistance, supports planning, execution of technology related projects.

Key Responsibilities

Technology Needs Assessment

o Evaluate district needs for hardware, software, systems, and upcoming technology projects.

o Track current and future initiatives, issues, concerns, and action items.

Technical Support & Troubleshooting

o Provide technical assistance for applications, hardware, and system-related issues.

o Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals.

o Coach staff through troubleshooting computers, hardware, phones, mobile devices, asset inventory tools, and software issues.

Systems Maintenance & Documentation

o Document, maintain, upgrade, or replace hardware and software systems.

o Maintain accurate district asset inventory records.

Procurement & Security

o Review and recommend procurement of information technology equipment.

o Maintain required security controls over software and related systems.

o

User Support & Technology Guidance

o Advise users on available technologies that support business needs.

o Communicate user needs to the VDH IT Operations Center or VITA for additional guidance or solutions.

Issue Escalation

o Escalate urgent issues and outages to the VDH IT Operations Center, Information Security Office, and VITA as appropriate.

Additional Experience (Preferred)

Experience supporting office relocations, including server moves and telephone setup.

Experience initiating or supporting Electronic Health Records (EHR) implementation.

Knowledge of IT Service Management: Incident, Change, Service Reequest, and Asset Management

Required

1

Years

General knowledge of MS 365 applications: including WORD, Powerpoint, Excel, Outlook, SharePoint, Teams

Required

1

Years

Experience leading meetings, configuring audio equipment

Required

1

Years

Experience toubleshooting hardware and software-hands on or from a service desk

Required

1

Years

Experience creating professinal communications to users

Required

1

Years

Demonstrated success in managing and prioritizing work

Required

1

Years

Must have basic understanding of writing technical processes and instructions to simply processes for user.

Required

1

Years

Must be able to write clear emails explaining technical issues and work toward solution and have the ability to follow up with user/district as needed

Required

1

Years

Must be able to meet with staff and converse about needed technical resolutions and get as much information as possible during the meeting.

Required

1

Years

Must have a basic understanding of various types of technology and the ability to research them to trouble shoot possible technical issues

Required

1

Years

Experience working on PC Refresh projects with one or more Executive Branch agencies within the Commonwealth of Virginia

Required

1

Years

Demonstrated knowledge Virginia Information Technologies Agencies policies and processes regarding PC Refresh

Required

1

Years

Must demonstrated success working as a team member and collaborating to achieve objectives.

Required

1

Years

Demonstrated experience planning, executing, supporting full office relocations, including structured cabling, network wiring, equipment setup

Highly desired

1

Years

Excellent project management skills and ability to manage multiple priorities

Highly desired

1

Years