Technical Support Analyst

Technical Support AnalystAssessing, 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 ResponsibilitiesEvaluate 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, Information Security Office, and VITA for additional guidance or solutions.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.Required SkillsKnowledge of IT Service Management: Incident, Change, Service Reequest, and Asset ManagementGeneral knowledge of MS 365 applications: including WORD, Powerpoint, Excel, Outlook, SharePoint, TeamsExperience leading meetings, configuring audio equipmentExperience troubleshooting hardware and software-hands on or from a service deskExperience creating professional communications to usersDemonstrated success in managing and prioritizing workMust 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 neededMust 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 issuesExperience working on PC Refresh projects with one or more Executive Branch agencies within the Commonwealth of VirginiaDemonstrated knowledge Virginia Information Technologies Agencies policies and processes regarding PC RefreshMust 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 setupExcellent project management skills and ability to manage multiple priorities Apollo ITS