Technical Support Analyst 4

VDH Technical Support Analyst III (Hybrid)Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security, and systems groups. Performs basic operation, monitoring, installation, trouble shooting, relocations, or maintenance of communications equipment. Identifies and resolves basic communications problems. Prepares or assists in the preparation of service record documentation. Shows awareness of standards and regulatory requirements related to assigned tasks. Provides technical assistance and support for applications and hardware problems. Installs, maintains, moves, and assists in testing and upgrading new and existing hardware/software. Reviews and recommend procurement of information technology equipment. Maintains the necessary security controls over software.Skills RequiredBachelor's degree in an Information Technology related discipline – work experience may meet this requirement in lieu of a degree at the hiring manager's discretionKnowledge of IT Service Management: Incident, Change, Service Request, and Asset Management.General working knowledge of MS 365 applications, including Word, PowerPoint, Excel, Outlook, Forms, SharePoint, Teams, Bookings.Experience leading meetings, collecting requirements, finding solutions, escalating issues, researching issues and solutions, and preparing comprehensive documentation.Experience troubleshooting hardware and software –hands-on or from a service desk.Demonstrated skills in creating professional communications to users.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 have a basic understanding of various types of technology and the ability to research them to troubleshoot possible technical issues.Highly Desired SkillsDemonstrated knowledge Virginia Information Technologies Agencies policies and processes regarding PC Refresh.Demonstrated success working as a team member and collaborating to achieve objectives.Microsoft Office Specialist Certification -Associate or Above.Knowledge of and previous experience with Virginia Information Technologies Agency (VITA).Excellent project management skills and ability to manage multiple priorities.PC/Hardware experience.Some level of desktop support experience and supporting a Windows 10 environment.Hardware/software troubleshooting experience.