Technical Support Analyst 4 (Hybrid)
Job Location:
Richmond, VA - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Job Title: Technical Support Analyst 4 (Hybrid)
Location: Richmond VA
Duration: 03 Months with possible extension
Job Description:
IT Service Support- PC Refresh
The 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 set-up and troubleshooting. Its critical that candidates have experience managing their own work and ideally scheduling refreshes/deployments directly with users.
Daily Duties Includes but not limited to:
- 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 communicates those needs to the IT Operations Center for advice.
- Provides 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 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.
Skills:
| Skills | Required / Desired | Amount | of Experience |
| Knowledge of IT Service Management: Incident Change Service Request and Asset Management | Required | 1 | Years |
| General working knowledge of MS 365 applications including Word PowerPoint Excel Outlook Forms SharePoint Teams Bookings. | Required | 1 | Years |
| Experience troubleshooting hardware and software hands-on or from a service desk. | Required | 1 | Years |
| Demonstrated skills in creating professional communications to users. Demonstrated success in managing and prioritizing work | Required | 1 | Years |
| 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 | Required | 1 | Years |
| 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 | Years |
| Must have a basic understanding of various types of technology and the ability to research them to trouble shoot possible technical issues | Required | 1 | Years |
| experience working on PC Refresh projects | Required | 1 | Years |
| demonstrated knowledge Virginia Information Technologies Agencies policies | Required | 1 | Years |
| Hardware/software troubleshooting experience | Highly desired | 1 | Years |
