Role Overview
The client is seeking an IT Service Support professional to provide regional technology support and coordinate PC Refresh initiatives across the organization. The role involves scheduling and performing device deployments, imaging, data transfers, troubleshooting hardware and software issues, supporting asset management activities, and serving as the liaison between regional users and the IT Operations Center. This position is based in Petersburg, and the job is open to candidates within a 100-mile radius of the location.
Key Responsibilities
• Coordinate and support PC Refresh activities including scheduling, imaging, deployment, and user migrations
• Install hardware, software, and applications while performing troubleshooting and technical support
• Assess regional technology needs and communicate requirements to the IT Operations Center
• Guide users to appropriate support resources and assist with issue resolution
• Provide support for asset management, printer refreshes, and phone system issues
• Track ongoing projects, initiatives, action items, and operational concerns
• Escalate critical incidents and outages to appropriate IT and security teams
• Prepare and deliver weekly operational status reports
• Communicate technology updates, policies, best practices, and procedural changes to assigned regions
• Support users with technology-related inquiries and business needs
Required Skills (with Years)
• IT Service Management (Incident, Change, Service Request, and Asset Management) – 1+ year
• Microsoft 365 applications (Word, Excel, PowerPoint, Outlook, Forms, SharePoint, Teams, Bookings) – 1+ year
• Hardware and software troubleshooting – 1+ year
• Professional user communication and work prioritization – 1+ year
• Technical email communication and user follow-up – 1+ year
• User consultation and technical issue gathering – 1+ year
• Basic understanding of technology platforms and troubleshooting research – 1+ year
• PC Refresh project experience – 1+ year
• Knowledge of Virginia Information Technologies Agency (VITA) policies – 1+ year
Preferred Skills
• Hardware and software troubleshooting experience in enterprise environments – 1+ year
• Experience supporting regional or field-based users
• Asset management and inventory coordination
• Device deployment and migration support
• Experience working within government IT environments
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