VDH Technical Support Analyst

Technical Support Analyst 4

Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals.

Bachelor’s degree in an Information Technology related discipline – work experience may meet this requirement in lieu of a degree at the hiring management.

Knowledge of IT Service Management:
Incident, Change, Service Request, and Asset Management.

General working knowledge of MS 365 applications, including Word, PowerPoint, Excel, Outlook, Forms, SharePoint, Teams, Bookings.

Demonstrated knowledge of Virginia Information Technologies Agencies policies and processes regarding PC Refresh.

Microsoft Office Specialist Certification
-Associate or Above.

Knowledge of and previous experience with the Virginia Information Technologies Agency (VITA)

Excellent project management skills and ability to manage multiple priorities.

Some level of desktop support experience and supporting a Windows 10 environment.

Documents, maintains, upgrades or replaces hardware and software systems.

Supports and maintains user account information including rights, security, and systems groups.

Performs basic operations, monitoring, installation, troubleshooting, relocations, or maintenance of communications equipment. Identifies and resolves basic communications problems.

Prepares or assists in the preparation of service record documentation.

Shows awareness of standards and regulatory requirements related to assigned tasks.

Provides technical assistance and support for applications and hardware problems. Installs, maintains, moves, and assists in testing and upgrading new and existing hardware/software.

Reviews and recommend procurement of information technology equipment. Maintains the necessary security controls over software.