Title: Technical Support Analyst
Location: Petersburg, VA - Onsite Duration: 3 Months Interview: In Person Only Note: This is a 3 day per week role for a total of 24 hours per week for three months and then the position will be transitioned to a permanent Wage (part-time) position but still at 24 hours per week. Job Description: Assessing, 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 Responsibilities Technology Needs Assessment - Evaluate district needs for hardware, software, systems, and upcoming technology projects.
- Track current and future initiatives, issues, concerns, and action items.
Technical Support & Troubleshooting - 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.
Systems Maintenance & Documentation - Document, maintain, upgrade, or replace hardware and software systems.
- Maintain accurate district asset inventory records.
Procurement & Security - Review and recommend procurement of information technology equipment.
- Maintain required security controls over software and related systems.
User Support & Technology Guidance - 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.
Issue Escalation - 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 Skills: - 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
