Technical Support Analyst

Only qualified Technical Support Analyst candidates located in the Petersburg, VA area will be considered due to the position requiring an onsite presence***

Required Skills:
Knowledge of IT Service Management: Incident, Change, Service Request, and Asset Management (1 Year)
General working knowledge of MS 365 applications, including Word, PowerPoint, Excel, Outlook, Forms, SharePoint, Teams, Bookings (1 Year)
Experience troubleshooting hardware and software hands-on or from a service desk (1 Year)
Demonstrated skills in creating professional communications to users (1 Year)
Demonstrated success in managing and prioritizing work (1 Year)
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 need (1 Year)
Must be able to meet with staff and converse about needed technical resolutions and get as much information as possible during the meeting (1 Year)
Must have a basic understanding of various types of technology and the ability to research them to trouble shoot possible technical issues (1 Year)
Experience working on PC Refresh projects (1 Year)
Demonstrated knowledge of Virginia Information Technologies Agencies policies (1 Year)

Preferred Skills:
Hardware/software troubleshooting experience

Client has determined that there is a need for regional IT Service Support that will also assist with PC Refresh throughout the Commonwealth. The position will report to the Office of Information Managements IT Operations Center and will perform various tasks to help direct IT requests through the appropriate channels, communicate the IT needs of the regions, and will be the voice of their assigned region. The candidate will be responsible for scheduling refresh appointments and imaging, deploying, transferring data, installing apps and doing all hardware setup and troubleshooting. Candidates must have experience managing their own work and, ideally, scheduling refreshes/deployments directly with users

Job responsibilities:
Determine the needs of the region for hardware, software, upcoming projects, and more
Communicate needs of the region to the IT Operations Center
Demonstrate servant leadership through collaborative strategic and tactical planning to achieve holistic goals of the Operations Center
Direct users to the appropriate source of help based on needs
Coach staff through troubleshooting computer, hardware, phone, mobile phone, asset inventory, and software issues
Advise users on how to use technology or what technology exists to meet their business needs or communicate those needs to the IT Operations Center for advice
Provide coordination and assistance with Asset Management, PC Refresh, Phone System Issues, Printer Refreshes, etc
Escalates any urgent issues and outages to the IT Operations Center, Information Security Office, and client when necessary
Actively tracks current and future initiatives, needs, issues, concerns, projects, and action items
Provides weekly reports on the status of operations and the above-listed tracked activities to the IT Operations Center
Communicates new technologies, opportunities, events, changes, policies, best practices and procedures to the assigned region

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a clients business needs and requirements.**