Technical Support Analyst

Assessing, maintaining, supporting district’s technology: including hardware, software, systems, upcoming technology initiatives. Ensures reliable operations, provides technical assistance, supports planning, execution of technology?related projects.

• Evaluate district needs for hardware, software, systems, and upcoming technology projects.
• Track current and future initiatives, issues, concerns, and action items.

• Provide technical assistance for applications, hardware, and system-related issues.
• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals.
• Coach staff through troubleshooting computers, hardware, phones, mobile devices, asset inventory tools, and software issues.

• Document, maintain, upgrade, or replace hardware and software systems.

• Review and recommend procurement of information technology equipment.
• Maintain required security controls over software and related systems.

• Advise users on available technologies that support business needs.
• Communicate user needs to the VDH IT Operations Center or VITA for additional guidance or solutions.
• Escalate urgent issues and outages to the VDH IT Operations Center, Information Security Office, and VITA as appropriate.

• Experience supporting office relocations, including server moves and telephone setup.
• Experience initiating or supporting Electronic Health Records (EHR) implementation.

Skill

Amount

Candidate's No. of years of experience

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