Technical Support Analyst

Overview

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

• Assist with PC Refresh throughout the Commonwealth.
• Report to the Office of Information Management’s IT Operations Center and perform various tasks to help direct IT requests through the appropriate channels, communicate the IT needs of the regions, and be the voice of their assigned region.
• Schedule refresh appointments and imaging, deploy, transfer data, install apps, and perform hardware set‑up and troubleshooting.
• Manage own work and, ideally, schedule 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 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.
• Escalate any urgent issues and outages to the IT Operations Center, Information Security Office, and VITA when necessary.
• Actively track current and future initiatives, needs, issues, concerns, projects, and action items.
• Provide weekly reports on the status of operations and the above listed tracked activities to the IT Operations Center.
• Communicate new technologies, opportunities, events, changes, policies, best practices and procedures to the assigned region.

Daily duties include but are not limited to:

• 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. Demonstrated success in managing and prioritizing work – 1 year.
• Must be able to write clear emails explaining technical issues and work toward a solution and have the ability to follow up with user/district as needed – 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 troubleshoot possible technical issues – 1 year.
• Experience working on PC Refresh projects – 1 year.
• Demonstrated knowledge of Virginia Information Technologies Agencies policies – 1 year.
• Hardware/software troubleshooting experience – Highly desired; 1 year.