Technical Support Analyst 2

This position is responsible for providing agency-specific end user support throughout the state of Virginia, with a primary focus on the VDOT Culpeper District. The role requires hands-on, onsite assistance and regular interaction with end users to resolve technical issues and ensure smooth operation of IT systems., * Provide front-line support to end users, including troubleshooting hardware and software issues across desktops, laptops, and wireless devices

• Manage help desk tickets using tracking and reporting tools; escalate issues as needed and communicate resolutions in a timely and professional manner
• Support Microsoft Desktop products including Windows OS, SharePoint, MS Office Suite, and MS Teams
• Deliver outstanding customer service with a strong “customer-first” approach
• Maintain accurate documentation of incidents, resolutions, and asset management
• Assist in the installation, maintenance, and troubleshooting of network cabling infrastructure, including Ethernet cabling (Cat6/Cat6a) and patch panel terminations
• Support the setup and testing of network drops, cable labeling, and physical connectivity checks
• Collaborate with senior technicians and network engineers on small-scale cabling projects and office relocations
• Maintain organization and inventory of cabling tools, equipment, and supplies
• Drive a state vehicle to various locations within the assigned region for onsite support

Requirements: MUST possess a valid driver’s license - will drive a state vehicle, * Valid driver’s license (required)

• Excellent verbal and written communication skills
• Ability to work independently in a field environment and manage multiple priorities
• Familiarity with basic network concepts and a willingness to learn structured cabling standards

Prior experience with IT support, help desk systems, or customer service preferred