VDH Technical Support Analyst 3 (807893)
Quick Overview
Job Description
Role: VDH Technical Support Analyst 3 (807893)
Location: 301 Halifax St Petersburg VA 23803 | In Person Only | Onsite
This is a 3 day per week role for a total of 24 hours per week for three months and then the position will be transitioned to a permanent Wage (part-time) position but still at 24 hours per week.
| Skill | Required / Desired | Amount of Experience | Hands-on Experience |
| Knowledge of IT Service Management (Incident, Change, Service Request, and Asset Management) | Required | 1 Year | |
| General knowledge of Microsoft 365 applications (Word, PowerPoint, Excel, Outlook, SharePoint, Teams) | Required | 1 Year | |
| Experience leading meetings and configuring audio equipment | Required | 1 Year | |
| Experience troubleshooting hardware and software (hands-on or from a service desk) | Required | 1 Year | |
| Experience creating professional communications for users | Required | 1 Year | |
| Demonstrated success in managing and prioritizing work | Required | 1 Year | |
| Basic understanding of writing technical processes and instructions to simplify processes for users | Required | 1 Year | |
| Ability to write clear emails explaining technical issues, work toward solutions, and follow up with users/districts as needed | Required | 1 Year | |
| Ability to meet with staff, discuss technical resolutions, and gather detailed information during meetings | Required | 1 Year | |
| Basic understanding of various technologies and the ability to research and troubleshoot technical issues | Required | 1 Year | |
| Experience working on PC Refresh projects with one or more Executive Branch agencies within the Commonwealth of Virginia | Required | 1 Year | |
| Demonstrated knowledge of Virginia Information Technologies Agency (VITA) policies and processes related to PC Refresh | Required | 1 Year | |
| Demonstrated success working as a team member and collaborating to achieve objectives | Required | 1 Year | |
| Experience planning, executing, and supporting full office relocations, including structured cabling, network wiring, and equipment setup | Highly Desired | 1 Year | |
| Excellent project management skills and ability to manage multiple priorities | Highly Desired | 1 Year |
Technical Support & Troubleshooting
o Provide technical assistance for applications, hardware, and system-related issues.
o Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals.
o Coach staff through troubleshooting computers, hardware, phones, mobile devices, asset inventory tools, and software issues.
Systems Maintenance & Documentation
o Document, maintain, upgrade, or replace hardware and software systems.
o Maintain accurate district asset inventory records.
Procurement & Security
o Review and recommend procurement of information technology equipment.
o Maintain required security controls over software and related systems.
o
User Support & Technology Guidance
o Advise users on available technologies that support business needs.
o Communicate user needs to the VDH IT Operations Center or VITA for additional guidance or solutions.
Issue Escalation
o Escalate urgent issues and outages to the VDH IT Operations Center, Information Security Office, and VITA as appropriate.
Additional Experience (Preferred)
Experience supporting office relocations, including server moves and telephone setup.
Experience initiating or supporting Electronic Health Records (EHR) implementation.
Skills
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