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Technical Support Analyst
United States
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Description
Key Responsibilities
· Technology Needs Assessment
o Evaluate district needs for hardware, software, systems, and upcoming technology projects.
o Track current and future initiatives, issues, concerns, and action items.
· Technical Support & Troubleshooting
o Provide technical assistance for applications, hardware, and system-related issues.
o Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals.
o Coach staff through troubleshooting computers, hardware, phones, mobile devices, asset inventory tools, and software issues.
· Systems Maintenance & Documentation
o Document, maintain, upgrade, or replace hardware and software systems.
o Maintain accurate district asset inventory records.
· Procurement & Security
o Review and recommend procurement of information technology equipment.
o Maintain required security controls over software and related systems.
o
· User Support & Technology Guidance
o Advise users on available technologies that support business needs.
o Communicate user needs to the VDH IT Operations Center or VITA for additional guidance or solutions.
· Issue Escalation
o 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/Desired Skills
| Skill | Required /Desired | Amount of Experience | Consultant Experience | Consultant Last Used |
|---|---|---|---|---|
| Knowledge of IT Service Management: Incident, Change, Service Reequest, and Asset Management | Required | 1 | ||
| General knowledge of MS 365 applications: including WORD, Powerpoint, Excel, Outlook, SharePoint, Teams | Required | 1 | ||
| Experience leading meetings, configuring audio equipment | Required | 1 | ||
| Experience toubleshooting hardware and software-hands on or from a service desk | Required | 1 | ||
| Experience creating professinal communications to users | Required | 1 | ||
| Demonstrated success in managing and prioritizing work | Required | 1 | ||
| Must have basic understanding of writing technical processes and instructions to simply processes for user. | Required | 1 | ||
| 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 | Required | 1 | ||
| Must be able to meet with staff and converse about needed technical resolutions and get as much information as possible during the meeting. | Required | 1 | ||
| Must have a basic understanding of various types of technology and the ability to research them to trouble shoot possible technical issues | Required | 1 | ||
| Experience working on PC Refresh projects with one or more Executive Branch agencies within the Commonwealth of Virginia | Required | 1 | ||
| Demonstrated knowledge Virginia Information Technologies Agencies policies and processes regarding PC Refresh | Required | 1 | ||
| Must demonstrated success working as a team member and collaborating to achieve objectives. | Required | 1 | ||
| Demonstrated experience planning, executing, supporting full office relocations, including structured cabling, network wiring, equipment setup | Highly desired | 1 | ||
| Excellent project management skills and ability to manage multiple priorities | Highly desired | 1 |
Key Skills
Education
Bachelor's degree
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