Technical Support Analyst 3

TOMORROW HIRE•Petersburg, VA

1d•Onsite

About The Position

The Virginia Department of Health (VDH) is seeking a Technical Support Analyst 3 to provide onsite technical support for district technology operations. This position is responsible for maintaining reliable technology services, supporting end users, troubleshooting hardware and software issues, documenting IT assets, and assisting with technology initiatives. This is a three-month, part-time contract assignment with the opportunity to transition into a permanent part-time wage position while maintaining a 24-hour-per-week schedule.

Requirements

Support district technology infrastructure, hardware, software, and system operations.
Provide end-user technical assistance and troubleshooting.
Maintain technology documentation and inventory records.
Assist with technology planning and implementation activities.
Support procurement recommendations and technology security controls.
Escalate complex issues to appropriate technical support organizations.
Communicate effectively with technical and non-technical stakeholders.
Minimum one (1) year of experience with IT Service Management, including Incident, Change, Service Request, and Asset Management.
Minimum one (1) year of experience using Microsoft 365 applications, including Word, Excel, PowerPoint, Outlook, SharePoint, and Teams.
Minimum one (1) year of experience leading meetings and configuring audio equipment.
Minimum one (1) year of hands-on or service desk experience troubleshooting hardware and software.
Minimum one (1) year of experience creating professional communications for end users.
Minimum one (1) year of demonstrated success managing and prioritizing multiple work assignments.
Minimum one (1) year of experience writing technical processes and user documentation.
Minimum one (1) year of experience preparing clear technical emails and providing effective follow-up with users.
Minimum one (1) year of experience meeting with staff to gather technical requirements and identify solutions.
Minimum one (1) year of experience researching and troubleshooting a variety of technology issues.
Minimum one (1) year of experience supporting PC Refresh projects within one or more Commonwealth of Virginia Executive Branch agencies.
Minimum one (1) year of demonstrated knowledge of Virginia Information Technologies Agency (VITA) PC Refresh policies and processes.
Minimum one (1) year of demonstrated success collaborating as an effective team member.
Must physically reside within the United States for the duration of the assignment.
Must be legally authorized to work in the United States without employer sponsorship, now or in the future.
Must be able to attend an in-person interview.
Must be able to work onsite in Petersburg, Virginia.

Nice To Haves

Minimum one (1) year of experience planning, executing, or supporting full office relocations, including structured cabling, network wiring, server moves, equipment setup, and telephone installation.
Experience supporting Electronic Health Records (EHR) implementations.
Excellent project management skills with the ability to manage multiple priorities.

Responsibilities

Provide technical support for desktop applications, computer hardware, peripherals, mobile devices, and related technologies.
Troubleshoot, diagnose, repair, and maintain computer systems and associated hardware.
Assist users with hardware, software, system, and application-related issues.
Support troubleshooting of phones, mobile devices, and asset management tools.
Assess district technology needs related to hardware, software, systems, and future technology initiatives.
Monitor technology projects, identify issues, and track action items.
Recommend technology solutions that support business operations.
Maintain, upgrade, replace, and document hardware and software systems.
Maintain accurate technology asset inventory records.
Support lifecycle management of district technology equipment.
Review and recommend information technology equipment purchases.
Maintain required security controls for software and related technology systems.
Support compliance with agency technology standards and security practices.
Advise users on available technologies and appropriate solutions for business needs.
Prepare professional communications explaining technical issues, resolutions, and follow-up actions.
Meet with users to gather technical requirements and identify appropriate solutions.
Develop and maintain clear technical processes and user instructions.
Coordinate with the VDH IT Operations Center and VITA on technology-related issues.
Escalate critical incidents, outages, and security concerns to appropriate support teams.
Collaborate effectively with internal teams to achieve operational objectives.