Technical Support Analyst

This is a hybrid position located in the vibrant city of Petersburg, requiring strong organizational skills, the ability to manage your own workload, and the capacity to guide users through technical resolutions with a collaborative, "servant leadership" mindset.

Core Responsibilities PC Refresh & Deployment:

Manage end-to-end PC refresh projects, including scheduling appointments directly with users, imaging, deploying hardware, transferring data, and performing application installations.

Regional Liaison:

Act as the primary technical point of contact for an assigned region, identifying hardware/software needs and project requirements.

Operational Support:

Coach staff on troubleshooting hardware, mobile devices, peripherals, and software. Provide guidance on available technology solutions.

Asset & Infrastructure Management:

Coordinate asset management, printer refreshes, and phone system support.

Reporting & Tracking:

Maintain logs of ongoing initiatives, issues, and action items. Provide weekly status reports to the IT Operations Center.

Communication:

Actively communicate new policies, best practices, technology updates, and operational changes to regional staff.

Incident Management:

Troubleshoot issues directly, direct users to the appropriate support channels, and escalate urgent outages to the IT Operations Center or Security Office as required. Skill Matrix IT Service Management (Incident, Change, Asset): 1 Year MS 365 Suite (Word, Excel, Teams, Bookings, etc.): 1

Year Hardware & Software Troubleshooting:

1

Year Professional Communication & User Coordination:

1

Year Workload Prioritization & Task Management:

1

Year PC Refresh Project Experience:

1

Year Knowledge of Commonwealth Technology Policies:

1 Year Hardware/Software Troubleshooting (Advanced):

Highly Desirable Core Competencies Communication:

Excellent written and verbal communication skills; ability to write clear emails, facilitate technical discussions with staff, and gather detailed requirements during meetings.

Technical Research:

Ability to troubleshoot unfamiliar issues by conducting thorough research and leveraging standard support documentation.

Customer Service:

A collaborative mindset focused on "servant leadership" and delivering positive technical outcomes.