Technical Support Analyst 4

We are looking for Technical Support Analyst 4 for our client in Petersburg VA 23803.

Job Title: Technical Support Analyst 4

Job Location: Petersburg VA 23803

Job Type: Contract

Job Overview:

• The position will report to the Office of Information Management s IT Operations Center and will perform various tasks to help direct IT requests through the appropriate channels, communicate the IT needs of the regions, and will be the voice of their assigned region.

Requirement/Must Have:

• 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.
• Experience troubleshooting hardware and software hands-on or from a service desk.
• Demonstrated skills in creating professional communications to users.
• Demonstrated success in managing and prioritizing work.
• Ability to write clear emails explaining technical issues and work toward solutions.
• Ability to meet with staff and converse about needed technical resolutions.
• Basic understanding of various types of technology and the ability to research them to troubleshoot possible technical issues.
• Experience working on PC Refresh projects.
• Demonstrated knowledge of Virginia Information Technologies Agency policies.

Responsibilities:

• 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.
• 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 tracked activities to the IT Operations Center.
• Communicate new technologies, opportunities, events, changes, policies, best practices, and procedures to the assigned region.

Nice to Have:

• Hardware/software troubleshooting experience.