Technical Support Analyst 3 - On site Petersburg VA

Novalink Solutions LLC•Petersburg, VA

2d•Onsite

About The Position

Assessing, maintaining, and supporting the district’s technology, including hardware, software, systems, and upcoming technology initiatives. Ensures reliable operations, provides technical assistance, and supports the planning and execution of technology-related projects.

Requirements

Knowledge of IT Service Management: Incident, Change, Service Request, and Asset Management (1 Year)
General knowledge of MS 365 applications: including WORD, Powerpoint, Excel, Outlook, SharePoint, Teams (1 Year)
Experience leading meetings, configuring audio equipment (1 Year)
Experience troubleshooting hardware and software - hands on or from a service desk (1 Year)
Experience creating professional communications to users (1 Year)
Demonstrated success in managing and prioritizing work (1 Year)
Basic understanding of writing technical processes and instructions to simplify processes for users (1 Year)
Ability to write clear emails explaining technical issues and work toward solutions and have the ability to follow up with user/district as needed (1 Year)
Ability to meet with staff and converse about needed technical resolutions and get as much information as possible during the meeting (1 Year)
Basic understanding of various types of technology and the ability to research them to troubleshoot possible technical issues (1 Year)
Experience working on PC Refresh projects with one or more Executive Branch agencies within the Commonwealth of Virginia (1 Year)
Demonstrated knowledge Virginia Information Technologies Agency policies and processes regarding PC Refresh (1 Year)
Demonstrated success working as a team member and collaborating to achieve objectives (1 Year)

Nice To Haves

Experience supporting office relocations, including server moves and telephone setup.
Experience initiating or supporting Electronic Health Records (EHR) implementation.
Demonstrated experience planning, executing, supporting full office relocations, including structured cabling, network wiring, equipment setup (1 Year)
Excellent project management skills and ability to manage multiple priorities (1 Year)

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 VDH IT Operations Center or VITA for additional guidance or solutions.
Escalate urgent issues and outages to the VDH IT Operations Center, Information Security Office, and VITA as appropriate.