Technical Support Analyst

Job Description

Job Description

Title: Technical Support Analyst
Location: Petersburg, VA - Onsite
Duration: 3 Months
Interview: In Person Only

• Evaluate district needs for hardware, software, systems, and upcoming technology projects.
• Track current and future initiatives, issues, concerns, and action items.

• Provide technical assistance for applications, hardware, and system-related issues.
• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals.
• Coach staff through troubleshooting computers, hardware, phones, mobile devices, asset inventory tools, and software issues.

• Document, maintain, upgrade, or replace hardware and software systems.
• Maintain accurate district asset inventory records.

• Review and recommend procurement of information technology equipment.
• Maintain required security controls over software and related systems.

• Advise users on available technologies that 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.

• 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
• General knowledge of MS 365 applications: including WORD, Powerpoint, Excel, Outlook, SharePoint, Teams
• Experience leading meetings, configuring audio equipment
• Experience toubleshooting hardware and software-hands on or from a service desk
• Experience creating professinal communications to users
• Demonstrated success in managing and prioritizing work
• Must have basic understanding of writing technical processes and instructions to simply processes for user.
• 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
• Must be able to meet with staff and converse about needed technical resolutions and get as much information as possible during the meeting.
• Must have a basic understanding of various types of technology and the ability to research them to trouble shoot possible technical issues
• Experience working on PC Refresh projects with one or more Executive Branch agencies within the Commonwealth of Virginia
• Demonstrated knowledge Virginia Information Technologies Agencies policies and processes regarding PC Refresh
• Must demonstrated success working as a team member and collaborating to achieve objectives.
• Demonstrated experience planning, executing, supporting full office relocations, including structured cabling, network wiring, equipment setup
• Excellent project management skills and ability to manage multiple priorities