IT Support Specialist

Ideal Candidate Profile: The client is seeking an experienced IT Support Specialist to provide regional IT support and assist with enterprise-wide PC Refresh initiatives throughout the Commonwealth. This position reports to the Office of Information Management (OIM) IT Operations Center and serves as the primary technology liaison for an assigned region. The ideal candidate will possess strong desktop support experience, excellent customer service skills, and the ability to independently manage PC refresh schedules, deployments, hardware installations, and end-user support activities. This role requires effective communication, technical troubleshooting expertise, and the ability to coordinate with multiple stakeholders to ensure seamless technology operations. Key Responsibilities IT Service Support

• Serve as the primary IT representative and advocate for the assigned region.
• Assess and communicate regional hardware, software, and technology requirements to the IT Operations Center.
• Provide guidance and direction to users regarding IT services, support resources, and technology solutions.
• Assist users with troubleshooting computer, hardware, software, mobile device, phone, and peripheral issues.
• Escalate critical incidents, outages, and security concerns to the IT Operations Center, Information Security Office, and VITA as required.
• Maintain strong communication channels between regional staff and centralized IT teams.

PC Refresh & Deployment Support

• Coordinate and schedule PC refresh appointments directly with end users.
• Perform device imaging, configuration, deployment, and hardware setup.
• Transfer user data and install required software applications.
• Troubleshoot deployment and migration issues to ensure minimal disruption to business operations.
• Support printer refreshes, phone system upgrades, and other technology deployment initiatives.
• Track refresh schedules, deployment progress, and completion metrics.

Asset & Operations Management

• Assist with asset inventory management and lifecycle tracking.
• Monitor and track ongoing initiatives, projects, issues, risks, action items, and technology needs.
• Maintain accurate documentation of support activities and deployments.
• Provide weekly operational status reports to the IT Operations Center.

Communication & Collaboration

• Demonstrate servant leadership through collaboration with regional staff and IT leadership.
• Communicate technology updates, policy changes, best practices, procedures, and new initiatives to assigned regions.
• Partner with stakeholders to identify business technology needs and recommend appropriate solutions.
• Support strategic and tactical planning efforts to improve IT service delivery.

Required Qualifications

• Experience providing desktop support, technical support, or IT service desk support.
• Hands-on experience with PC refresh projects, device imaging, deployment, and hardware setup.
• Experience scheduling and coordinating deployments directly with end users.
• Strong troubleshooting skills for Windows-based systems, hardware, software, printers, mobile devices, and peripheral equipment.
• Experience with data migration and application installation.
• Strong customer service and communication skills.
• Ability to work independently and manage multiple priorities effectively.
• Experience documenting support activities and preparing status reports.

Preferred Qualifications

• Experience supporting geographically distributed users and regional offices.
• Knowledge of IT asset management processes and inventory tracking.
• Experience working within government or large enterprise IT environments.
• Familiarity with VITA processes and standards.
• Experience supporting phone systems, printer deployments, and mobile device management.