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VDH Technical Support Analyst 3

4 months ago

Richmond, United States NR Consulting Full time

Job Requirements: •
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 IT Operations Center.
Direct users to the appropriate source of help based on needs.
Respond to requests of the assigned region for IT Support in the VDH IT Service Portal.
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.
Regularly meets with District IT and Business Manager staff to discuss IT.
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.

Required Qualifications:
Bachelor's degree in an Information Technology related discipline - work experience may meet this requirement in lieu of a degree at the hiring manager's discretion.
Knowledge of IT Service Management: Incident, Change, Service Request, and Asset Management.
General working knowledge of MS 365 applications, including Word, PowerPoint, Excel, Outlook, Forms, SharePoint, Teams, Bookings, etc.
Experience leading meetings, collecting requirements, finding solutions, escalating issues, researching issues and solutions, and preparing comprehensive reports.
Experience in continual service improvement initiatives, project management, project coordination, governance, and risk management.
Experience troubleshooting hardware and software - hands-on or from a service desk.
Drives performance. Holds self and others accountable. Delivers results first time right. Never settles for status quo. Willing to have tough conversations. Asks for feedback and takes action to improve.
Demonstrated skills in creating professional communications to users.
Demonstrated success in managing and prioritizing work.
1+ years of experience using ServiceNow.
Works collaboratively. Seeks out the experience of others with the aim for better results. Open minded regardless of where ideas originate. Flexible and easy to work with.
Must be a self-starter and a team player with a positive attitude.
Must be able to assist regional trainers when technical assistance is needed to resolve a problem.
Must have basic understanding of writing technical processes and instructions to simply processes for user.
Must be able to work with team on multiple projects and work on individual projects as well.
Must be able to write clear emails explaining technical issues and work toward a solution and have the ability to follow up with user/district as needed.
Must be able to meet with staff and converse about needed technical resolutions and get as much information as possible during the meeting.
Must have a basic understanding of various types of technology and the ability to research them to trouble shoot possible technical issues.
Excellent written and verbal communication skills.
Excellent attention to detail.
Excellent training and facilitation skills.
Excellent project management skills and ability to manage multiple priorities.

Preferred Qualifications:
Microsoft Office Specialist Certification - Associate or Above.
ServiceNow and/or Teams development and configuration skills.
Knowledge of and previous experience with Virginia Information Technologies Agency (VITA).

Skill Required / Desired mount of Experience
Bachelor's degree in an Information Technology related discipline - work experience may meet this requirement Required 4 Years
Knowledge of IT Service Management: Incident, Change, Service Request, and Asset Management. Required 3 Years
General working knowledge of MS 365 applications, including Word, PowerPoint, Excel, Outlook, Forms, SharePoint, Teams, Bookings, etc. Required 4 Years
Experience leading meetings, collecting requirements, finding solutions, escalating issues, researching issues and solutions. Required 3 Years
Experience in continual service improvement initiatives, project management, project coordination, governance, and risk management. Required 4 Years
Experience troubleshooting hardware and software - hands-on or from a service desk. Required 4 Years
1+ years of experience using ServiceNow. Required 1 Years
Works collaboratively. Seeks out the experience of others with the aim for better results. Open minded regardless of where ideas originate. Required 3 Years
ServiceNow and/or Teams development and configuration skills. Highly desired 3 Years
Certified Analytics Professional (CAP) Certification - Associate or Above Highly desired 2 Years
Certified Data Management Professional (CDMP) - Associate or Above Highly desired 2 Years
ED Tech Certification - Other Teaching Certifications that May be applicable. Highly desired 2 Years
Global Candidate Requirements
Skill Required / Desired mount of Experience

Questions
Description
Question 4 Is your candidate able to work onsite in Richmond, VA at least three days every week? This is REQUIRED.
Question 5 Has your candidate been submitted to recent VDH Tech Support reqs? We need NEW candidates ONLY.
Question 6 How soon after an offer can your candidate start?