Technical Support Analyst

For more details, please connect with Prafull Tamrakar at Prafullt@vgroupinc.com or call at 609-733-5057.

Direct End Client: Virginia Department of Health (VDH)

Job Title: Technical Support Analyst 4

Location: Petersburg, VA 23803

Hours Per Week: 40 Hours

Interview Type: In Person Only

Job Code: 803055

Note: We need a candidate who has experience working with State or Federal clients, preferably with the State of Virginia, and who is local to Virginia.

Scope of Project:

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.

Responsibilities:

· 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.

Required/Preferred Skills:

• 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 – hands-on or from a service desk.

• Demonstrated skills in creating professional communications to users.

• Demonstrated success in managing and prioritizing work

• 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

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

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

• Experience working on PC Refresh projects

• Demonstrated knowledge Virginia Information Technologies Agencies policies

Highly Desired

• Hardware/software troubleshooting experience

V Group Inc. is a NJ-based IT Services and Products Company with its business strategically categorized in various Business Units including Public Sector, Enterprise Solutions, Professional Services, Ecommerce, Projects, and Products. Within Public Sector business unit, we cater IT Professional Services to Federal, State and Local. We have multiple awards/contracts with 30 states, including but not limited to NY, CA, FL, GA, MD, MI, NC, OH, OR, CO, CT, TN, PA, TX, VA, NM, VT, and WA.

If you are considering applying for a position with V Group, or in partnering with us on a position, please feel free to contact me for any questions you may have regarding our services and the advantages we can offer you as a consultant.

Please share my contact information with others working in Information Technology.

Website: https://www.vgroupinc.com/publicsector

LinkedIn: https://www.linkedin.com/company/v-group/

Facebook: https://www.facebook.com/VGroupIT

Twitter: https://www.twitter.com/vgroupinc