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Technical Support Analyst

Location: Richmond
Posted on: March 19, 2023

Job Description:

Job Description:

  • The Office of Information Management is seeking multiple positions for dynamic, customer service-oriented individuals to join the team.
  • This position serves as an Information Technology Support Specialist responsible for agency-specific end-user support services and systems access requests.
  • Provides customer service for requests received through multiple contact avenues, including telephone, in-person, email, and IT Service Management tools.
  • Provides problem management, troubleshooting, and escalations to resolve customer IT issues.
  • Support user inquiries associated with Microsoft Desktop products including, but not limited to Windows, SharePoint, MS Office Suite, and Gmail.
  • Support IT Security group with the approval of new and existing software requests, administrative accounts, account provisioning, and de-provisioning of user accounts, firewall requests, and security groups.
  • Manage Agency Information Security Awareness user accounts.
  • Assist in documenting processes and creating tech tips, job aids, and other tools to enhance customer experience.
  • Provide IT training to customers to ensure the successful use of IT equipment and applications.
  • Provides friendly and courteous customer service to all users; develops and maintains positive relationships with system owners, users, and developers.
  • Able to work independently, assuming responsibility for specific critical projects/systems such as preparing detailed statistical reports, records, and documents to support administrative activities related to inventory, maintenance, and tracking of agency hardware, equipment, etc.
  • Work collaboratively as a team player with other services support staff members, maintaining constant communication with each other as well as backup staff as it relates to current activity, procedural changes, and schedule; responsible for timely communication of issues and outages to the user community, peers and the development team; follows up with users prior to any major implementation for validation pre- implementation tasks; documents user issues in the OIM issue tracking tool.
  • Asset management support activities including hardware asset Moves, Adds, Changes, and Deletes (MACD).
  • Software management and deployment.
  • Support VITA statewide infrastructure upgrades and improvements including network connectivity, telecommunications, and networked print devices. +
  • Reviews and recommends procurement of technology hardware and software.
  • The following qualifications are highly preferred:
  • Experience analyzing and researching customer issues/complaints.
  • Experience on a technical help desk; supporting and testing custom-built applications; and working with issue-tracking software.
  • College degree in Computer Science, Information Systems, or related field or equivalent combination of training and experience.

    Basic Qualifications:

    • The selected candidates will have the following minimum qualifications:
    • Knowledge of IT infrastructure, mapping network drives, and software installation.
    • Knowledge of telephone etiquette and problems related to computer hardware and software.
    • Excellent Word; Excel; Google/Google Suite. analytical skills; customer service; keyboarding. problem-solving; troubleshooting; spelling and grammar skills.
    • Ability to communicate effectively, verbally, and in writing with individuals and groups.
    • Strong Customer Service skills that include a Customer first attitude.
    • Ability to multitask; remain calm and patient; work independently and as a team member; provide clear and accurate explanations; follow standard operating procedures and guidelines; handle difficult customers using tact and diplomacy; navigate within application systems; distinguish between software and hardware issues; understand changing technologies; maintain confidentiality; make decisions using independent judgment; set priorities; work well under pressure, and triage and elevate issues when necessary.

Keywords: CYNET SYSTEMS, Richmond , Technical Support Analyst, IT / Software / Systems , Richmond, Virginia

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