VDH Technical Support Analyst 4

Job Description

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.