Technical Support Analyst 4 (Short Term)
About The Position
We are seeking a Technical Support Analyst to provide regional IT service support and assist with PC Refresh initiatives throughout the Commonwealth. This role serves as a key liaison between assigned regional users and the Office of Information Management’s IT Operations Center, ensuring technology needs are communicated, supported, and resolved efficiently. The Technical Support Analyst will support regional technology operations while assisting with large-scale PC Refresh activities. Reporting to the IT Operations Center, this position is responsible for coordinating refresh appointments, imaging and deploying devices, transferring user data, installing applications, troubleshooting hardware and software issues, and supporting end users across the assigned region. The successful candidate will independently manage workload priorities, coordinate directly with users, and serve as a trusted technology resource for regional staff while ensuring alignment with agency policies and operational goals.
Requirements
- Minimum 1 year of experience supporting IT Service Management processes, including Incident, Change, Service Request, and Asset Management.
- Minimum 1 year of experience using Microsoft 365 applications, including Word, Excel, PowerPoint, Outlook, Forms, SharePoint, Teams, and Bookings.
- Minimum 1 year of experience troubleshooting hardware and software issues in a hands-on support or service desk environment.
- Minimum 1 year of experience creating professional user communications and managing competing priorities.
- Ability to write clear, concise emails explaining technical issues and coordinate effective follow-up with users.
- Ability to conduct meetings with staff, gather technical requirements, and identify appropriate resolutions.
- Basic understanding of various technology platforms and the ability to research and troubleshoot technical issues.
- Minimum 1 year of experience supporting PC Refresh projects.
- Minimum 1 year of demonstrated knowledge of Virginia Information Technologies Agency (VITA) policies.
- Must physically reside within the United States for the duration of the assignment.
- Must be able to attend in-person interviews.
- Must be legally authorized to work in the United States without employer sponsorship, now or in the future.
Nice To Haves
- Minimum 1 year of additional hardware and software troubleshooting experience.
Responsibilities
- Schedule and coordinate PC refresh appointments with end users across the assigned region.
- Image, configure, deploy, and troubleshoot desktop and laptop systems.
- Transfer user data and install required applications during device deployments.
- Perform hardware setup, configuration, maintenance, and troubleshooting activities.
- Diagnose and resolve software, hardware, mobile device, and phone-related issues.
- Research technical issues and identify appropriate solutions or escalation paths.
- Support Incident, Change, Service Request, and Asset Management processes.
- Direct users to the appropriate support resources based on business and technical needs.
- Assist with asset management activities, including inventory tracking and lifecycle management.
- Coordinate support efforts related to printer refreshes, phone system issues, and related technology initiatives.
- Escalate urgent issues, outages, and security concerns to the IT Operations Center, Information Security Office, and VITA as required.
- Assess and communicate regional technology needs, priorities, and upcoming projects.
- Serve as the voice of the assigned region by communicating operational requirements to the IT Operations Center.
- Provide guidance to staff on available technologies and best practices.
- Coach users through troubleshooting processes and technology-related challenges.
- Create professional written communications regarding technical issues, resolutions, and follow-up actions.
- Communicate new technologies, policy updates, procedures, and best practices to regional stakeholders.
- Track ongoing initiatives, issues, projects, action items, and operational concerns.
- Prepare and deliver weekly operational status reports to the IT Operations Center.
- Support collaborative planning efforts to achieve organizational technology objectives.
- Demonstrate servant leadership through strategic and tactical collaboration with internal teams.
Benefits
- This is a 1099 Contract role.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
