Technical Support Analyst 4 (Hybrid)

Job Description

Job DescriptionJob Title: Technical Support Analyst 4 (Hybrid)
Location: Richmond, VA
Duration: 12+ Months

Responsibilities:

• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems.
• Supports and maintains user account information including rights, security, and systems groups.
• Performs basic operation, monitoring, installation, trouble shooting, relocations, or maintenance of communications equipment.
• Identifies and resolves basic communications problems.
• Prepares or assists in the preparation of service record documentation. Shows awareness of standards and regulatory requirements related to assigned tasks.
• Provides technical assistance and support for applications and hardware problems. Installs, maintains, moves, and assists in testing and upgrading new and existing hardware/software.
• Reviews and recommend procurement of information technology equipment. Maintains the necessary security controls over software.

Skills:
SkillRequired / DesiredAmountof ExperienceBachelor’s degree in an Information Technology related discipline – work experience may meet this requirement in lieu of a degree at the hiring manaRequiredKnowledge of IT Service Management: Incident, Change, Service Request, and Asset Management.RequiredGeneral working knowledge of MS 365 applications, including Word, PowerPoint, Excel, Outlook, Forms, SharePoint, Teams, Bookings.RequiredExperience leading meetings, collecting requirements, finding solutions, escalating issues, researching issues and solutions, and preparing comprehensRequiredExperience troubleshooting hardware and software –hands-on or from a service deskRequiredDemonstrated skills in creating professional communications to users.RequiredMust be able to write clear emails explaining technical issues and work toward solution and have the ability to follow up with user/district as neededRequiredMust have a basic understanding of various types of technology and the ability to research them to trouble shoot possible technical issuesRequiredDemonstrated knowledge Virginia Information Technologies Agencies policies and processes regarding PC RefreshHighly desiredDemonstrated success working as a team member and collaborating to achieve objectives.Highly desiredMicrosoft Office Specialist Certification -Associate or Above.DesiredKnowledge of and previous experience with Virginia Information Technologies Agency (VITA)Highly desiredExcellent project management skills and ability to manage multiple prioritiesDesiredPC/Hardware experienceRequiredSome level of desktop support experience and supporting a Windows 10environmentDesiredHardware/software troubleshooting experienceRequired

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