What are the responsibilities and job description for the Technical Support Analyst position at OP Consulting Group LLC?
This is a hybrid position located in the vibrant city of Petersburg, requiring strong organizational skills, the ability to manage your own workload, and the capacity to guide users through technical resolutions with a collaborative, "servant leadership" mindset.
Core Responsibilities
- PC Refresh & Deployment: Manage end-to-end PC refresh projects, including scheduling appointments directly with users, imaging, deploying hardware, transferring data, and performing application installations.
- Regional Liaison: Act as the primary technical point of contact for an assigned region, identifying hardware/software needs and project requirements.
- Operational Support: Coach staff on troubleshooting hardware, mobile devices, peripherals, and software. Provide guidance on available technology solutions.
- Asset & Infrastructure Management: Coordinate asset management, printer refreshes, and phone system support.
- Reporting & Tracking: Maintain logs of ongoing initiatives, issues, and action items. Provide weekly status reports to the IT Operations Center.
- Communication: Actively communicate new policies, best practices, technology updates, and operational changes to regional staff.
- Incident Management: Troubleshoot issues directly, direct users to the appropriate support channels, and escalate urgent outages to the IT Operations Center or Security Office as required.
Skill Matrix
- IT Service Management (Incident, Change, Asset): 1 Year
- MS 365 Suite (Word, Excel, Teams, Bookings, etc.): 1 Year
- Hardware & Software Troubleshooting: 1 Year
- Professional Communication & User Coordination: 1 Year
- Workload Prioritization & Task Management: 1 Year
- PC Refresh Project Experience: 1 Year
- Knowledge of Commonwealth Technology Policies: 1 Year
- Hardware/Software Troubleshooting (Advanced): Highly Desirable
Core Competencies
- Communication: Excellent written and verbal communication skills; ability to write clear emails, facilitate technical discussions with staff, and gather detailed requirements during meetings.
- Technical Research: Ability to troubleshoot unfamiliar issues by conducting thorough research and leveraging standard support documentation.
- Customer Service: A collaborative mindset focused on "servant leadership" and delivering positive technical outcomes.
Salary : $35 - $40