Technical Support Analyst 4

Location: Richmond, Virginia, USA

Duration: 12 Months (Hybrid)

Visa Status: USC, GC, GCEAD, H1B, C2C

Job Description:

Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security, and systems groups. Performs basic operation, monitoring, installation, trouble shooting, relocations, or maintenance of communications equipment. Identifies and resolves basic communications problems. Prepares or assists in the preparation of service record documentation. Shows awareness of standards and regulatory requirements related to assigned tasks. Provides technical assistance and support for applications and hardware problems. Installs, maintains, moves, and assists in testing and upgrading new and existing hardware/software. Reviews and recommend procurement of information technology equipment. Maintains the necessary security controls over software.



Required Bachelor’s degree in an Information Technology related discipline – work experience may meet this requirement in lieu of a degree at the hiring mana
Required Knowledge of IT Service Management: Incident, Change, Service Request, and Asset Management.
Required General working knowledge of MS 365 applications, including Word, PowerPoint, Excel, Outlook, Forms, SharePoint, Teams, Bookings.
Required Experience leading meetings, collecting requirements, finding solutions, escalating issues, researching issues and solutions, and preparing comprehens
Required Experience troubleshooting hardware and software –hands-on or from a service desk
Required Demonstrated skills in creating professional communications to users.
Required 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 needed
Required Must have a basic understanding of various types of technology and the ability to research them to trouble shoot possible technical issues
Highly desired Demonstrated knowledge Virginia Information Technologies Agencies policies and processes regarding PC Refresh
Highly desired Demonstrated success working as a team member and collaborating to achieve objectives.
Desired Microsoft Office Specialist Certification -Associate or Above.
Highly desired Knowledge of and previous experience with Virginia Information Technologies Agency (VITA)
Desired Excellent project management skills and ability to manage multiple priorities
Required PC/Hardware experience
Desired Some level of desktop support experience and supporting a Windows 10environment
Required Hardware/software troubleshooting experience