Technical Support Analyst IV - PC Refresh & Desktop Support

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.

PC Refresh experience (imaging, deployment, data migration, hardware setup) Hardware & software troubleshooting Desktop Support / End-User Support experience IT Service Management (Incident, Change, Service Request & Asset Management) Experience managing deployments and working directly with users Microsoft 365 support (Outlook, Teams, SharePoint, Word, Excel) Strong communication and customer support skills Job Description