Technical Support Analyst 3

Job Overview:

Pay Range $30hr - $35hr

Requirement/Must Have:

• Knowledge of IT Service Management: Incident, Change, Service Request, and Asset Management.
• General knowledge of MS 365 applications: including WORD, PowerPoint, Excel, Outlook, SharePoint, Teams.
• Experience leading meetings, configuring audio equipment.
• Experience troubleshooting hardware and software - hands-on or from a service desk.
• Experience creating professional communications to users.
• Demonstrated success in managing and prioritizing work.
• Basic understanding of writing technical processes and instructions to simplify processes for users.
• Ability to write clear emails explaining technical issues and work toward solutions and have the ability to follow up with users as needed.
• Ability to meet with staff and converse about needed technical resolutions and gather as much information as possible during meetings.
• Basic understanding of various types of technology and the ability to research them to troubleshoot possible technical issues.
• Experience working on PC Refresh projects with one or more Executive Branch agencies within the Commonwealth of Virginia.
• Demonstrated knowledge of Virginia Information Technologies Agencies policies and processes regarding PC Refresh.
• Demonstrated success working as a team member and collaborating to achieve objectives.

Responsibilities:

• 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.
• Maintain accurate district asset inventory records.
• 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 Operations Center or VITA for additional guidance or solutions.
• Escalate urgent issues and outages to the IT Operations Center, Information Security Office, and VITA as appropriate.

Nice to Have:

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

Skills:

• Excellent project management skills and ability to manage multiple priorities.

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities