What are the responsibilities and job description for the Technical Support Analyst position at Cyber Resource Provider LLC?
Key Responsibilities
Technology Needs Assessment
o Evaluate district needs for hardware, software, systems, and upcoming technology projects.
o Track current and future initiatives, issues, concerns, and action items.
Technical Support & Troubleshooting
o Provide technical assistance for applications, hardware, and system-related issues.
o Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals.
o Coach staff through troubleshooting computers, hardware, phones, mobile devices, asset inventory tools, and software issues.
Systems Maintenance & Documentation
o Document, maintain, upgrade, or replace hardware and software systems.
o Maintain accurate district asset inventory records.
Procurement & Security
o Review and recommend procurement of information technology equipment.
o Maintain required security controls over software and related systems.
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User Support & Technology Guidance
o Advise users on available technologies that support business needs.
o Communicate user needs to the VDH IT Operations Center or VITA for additional guidance or solutions.
Issue Escalation
o Escalate urgent issues and outages to the VDH IT Operations Center, Information Security Office, and VITA as appropriate.
Additional Experience (Preferred)
Experience supporting office relocations, including server moves and telephone setup.
Experience initiating or supporting Electronic Health Records (EHR) implementation.
| Skill | Required / Desired | Amount | of Experience |
| Knowledge of IT Service Management: Incident, Change, Service Reequest, and Asset Management | Required | 1 | Years |
| General knowledge of MS 365 applications: including WORD, Powerpoint, Excel, Outlook, SharePoint, Teams | Required | 1 | Years |
| Experience leading meetings, configuring audio equipment | Required | 1 | Years |
| Experience toubleshooting hardware and software-hands on or from a service desk | Required | 1 | Years |
| Experience creating professinal communications to users | Required | 1 | Years |
| Demonstrated success in managing and prioritizing work | Required | 1 | Years |
| Must have basic understanding of writing technical processes and instructions to simply processes for user. | 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 needed | 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 with one or more Executive Branch agencies within the Commonwealth of Virginia | Required | 1 | Years |
| Demonstrated knowledge Virginia Information Technologies Agencies policies and processes regarding PC Refresh | Required | 1 | Years |
| Must demonstrated success working as a team member and collaborating to achieve objectives. | Required | 1 | Years |
| Demonstrated experience planning, executing, supporting full office relocations, including structured cabling, network wiring, equipment setup | Highly desired | 1 | Years |
| Excellent project management skills and ability to manage multiple priorities | Highly desired | 1 | Years |