Technical Support Analyst
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 will 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 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 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, and 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, Bookings, etc.
- 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 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 trouble shoot possible technical issues.
- 1 Year - Experience working on PC Refresh projects.
- 1 Year - Demonstrated knowledge Virginia Information Technologies Agencies 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