Technical Support Analyst

• Location: Petersburg , Virginia
• Remote: Hybrid
• Type: Contract
• Job #12186

DataStaff, Inc. is seeking a Technical Support Analyst for a long-term contract opportunity with one of our direct clients in Petersburg, VA.
 
*This position is hybrid

Responsibilities:

• Perform various tasks to help direct IT requests through the appropriate channels, communicate the IT needs of their assigned regions, and be the voice of their assigned region.
• Schedule refresh appointments and imaging, deploying, transferring data, installing apps and doing all hardware set-up and troubleshooting.

• Determine the needs of the region for hardware, software, upcoming projects, and more.
• Communicate the needs of the region to the IT Operations Center.
• Demonstrate servant leadership through collaborative strategic and tactical planning to achieve holistic goals of the IT 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 communicate 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 and the Information Security Office 
• 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 Skills:

• 1 Year - Knowledge of IT Service Management: Incident, Change, Service Request, and Asset Management.
• 1 Year - General working knowledge of MS 365 applications, including Word, PowerPoint, Excel, Outlook, Forms, SharePoint, Teams, and Bookings.
• 1 Year - Experience troubleshooting hardware and software – hands-on or from a service desk.
• 1 Year - Demonstrated skills in creating professional communications to users.
• 1 Year - Demonstrated success in managing and prioritizing work.
• 1 Year - Must be able to write clear emails explaining technical issues and work toward a solution and have the ability to follow up with user/district as need.
• 1 Year - Must be able to meet with staff and converse about needed technical resolutions and get as much information as possible during the meeting.
• 1 Year - Must have a basic understanding of various types of technology and the ability to research them to troubleshoot possible technical issues.
• 1 Year - Experience working on PC Refresh projects.
• 1 Year - Demonstrated knowledge of the Virginia Information Technologies Agency's policies.

Desired Skills:

• 1 Year - Hardware/software troubleshooting experience.

This position is available as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental and vision coverage options as well as paid vacation, sick and holiday leave. As many of our opportunities are long-term, we also have a 401k program available for employees after 6 months