Technical Support Analyst IV – PC Refresh & Desktop Support

Top Requirement:

PC Refresh experience (imaging deployment data migration hardware setup)

Hardware & software troubleshooting

Desktop Support / End-User Support experience

IT Service Management (Incident Change Service Request & Asset Management)

Experience managing deployments and working directly with users

Microsoft 365 support (Outlook Teams SharePoint Word Excel)

Strong communication and customer support skills

VDH has determined that there is a need for regional IT Service Support that will also assist with PC Refresh throughout the Commonwealth.

VDH 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.

• 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 Information Security Office and VITA 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.