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Technical Support Analyst 4 - Hybrid PETERSBURG, VA

Novalink Solutions LLC

Technical Support Analyst 4 - Hybrid PETERSBURG, VA

Posted 2 Days Ago

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Petersburg, VA, USA

In-Office

Junior

Artificial Intelligence • Information Technology • Professional Services • Consulting

The Role

Responsible for regional IT support, hardware/software troubleshooting, scheduling PC refreshes, and communicating with users. Provides coordination and advises on technology needs.

Summary Generated by Built In

A. VDH has determined that there is a need for regional IT Service Support that will also assist with PC Refresh throughout the Commonwealth.

IT Service Support- PC Refresh

VDH has determined that there is a need for regional IT Service Support that will also assist with PC Refresh throughout the Commonwealth. The position will report to the Office of Information Management’s IT Operations Center and will perform various tasks to help direct IT requests through the appropriate channels, communicate the IT needs of the regions, and will be the voice of their assigned region. The candidate will be responsible for scheduling refresh appointments and imaging, deploying, transferring data, installing apps and doing all hardware set-up and troubleshooting. It's critical that candidates have experience managing their own work and, ideally, scheduling refreshes/deployments directly with users.

· Daily Duties Includes but not limited to:

· Determine the needs of the region for hardware, software, upcoming projects, and more.

· Communicate needs of the region to the IT Operations Center.

· Demonstrate servant leadership through collaborative strategic and tactical planning to achieve holistic goals of the Operations Center.

· Direct users to the appropriate source of help based on needs.

· Coach staff through troubleshooting computer, hardware, phone, mobile phone, asset inventory, and software issues.

· Advise users on how to use technology or what technology exists to meet their business needs or communicates those needs to the IT Operations Center for advice.

· Provides coordination and assistance with Asset Management, PC Refresh, Phone System Issues, Printer Refreshes, etc.

· Escalates any urgent issues and outages to the IT Operations Center, Information Security Office, and VITA when necessary.

· Actively tracks current and future initiatives, needs, issues, concerns, projects, and action items.

· Provides weekly reports on the status of operations and the above listed tracked activities to the IT Operations Center.

Communicates new technologies, opportunities, events, changes, policies, best practices and procedures to the assigned region.

Requirements

Skill

Required / Desired

Amount

of Experience

• Knowledge of IT Service Management: Incident, Change, Service Request, and Asset Management
Required
1
Years

• General working knowledge of MS 365 applications, including Word, PowerPoint, Excel, Outlook, Forms, SharePoint, Teams, Bookings.
Required
1
Years

• Experience troubleshooting hardware and software –hands-on or from a service desk.
Required
1
Years

• Demonstrated skills in creating professional communications to users. • Demonstrated success in managing and prioritizing work
Required
1
Years

• Must be able to write clear emails explaining technical issues and work toward solution and have the ability to follow up with user/district as need
Required
1
Years

• Must be able to meet with staff and converse about needed technical resolutions and get as much information as possible during the meeting.
Required
1
Years

• Must have a basic understanding of various types of technology and the ability to research them to trouble shoot possible technical issues
Required
1
Years

experience working on PC Refresh projects
Required
1
Years

demonstrated knowledge Virginia Information Technologies Agencies policies
Required
1
Years

• Hardware/software troubleshooting experience
Highly desired
1
Years

Skills Required

Knowledge of IT Service Management: Incident, Change, Service Request, and Asset Management
General working knowledge of MS 365 applications including Word, PowerPoint, Excel, Outlook, Forms, SharePoint, Teams, Bookings
Experience troubleshooting hardware and software
Demonstrated skills in creating professional communications to users
Ability to write clear emails explaining technical issues
Ability to converse about needed technical resolutions with staff
Basic understanding of various types of technology and ability to research
Experience working on PC Refresh projects
Demonstrated knowledge of Virginia Information Technologies Agencies policies
Hardware/software troubleshooting experience

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The Company

0 Employees

Year Founded: 2003

What We Do

Novalink Solutions LLC is a global consulting, engineering, and AI product development company specializing in information technology and telecommunications. They provide AI-powered products, automation platforms, intelligent workflow systems, IT consulting, managed engineering, and staff augmentation services.