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Technical Support Analyst

2 months ago

Charlottesville, Virginia, United States Commonwealth of Virginia Full time

The Commonwealth of Virginia is seeking a Technical Support Analyst to assist users with inquiries related to computer systems, software applications, mobile devices, and network connectivity. This role entails working closely with technical teams and vendors to troubleshoot issues and provide exceptional service to staff members. It is a non-exempt position that includes a comprehensive benefits package.

Key Responsibilities:

  • Deliver technical assistance to the state workforce for resolving initial and secondary desktop software, hardware, and communication challenges promptly.
  • Accurately document all support requests and their resolutions.
  • Evaluate and route advanced support requests to the appropriate technical personnel.
  • Ensure timely issue resolution by fostering strong relationships with IT specialists across various departments.
  • Implement system upgrades and assist with new system rollouts as necessary.
  • Provide fundamental training on applications and systems to users.
  • Contribute to the development of standard operating procedures and customer service protocols.
  • Participate in the assessment of hardware and software solutions.
  • Adhere to established procedures for secure computing, account management, and procurement.
  • Maintain thorough documentation to support these activities.
  • Perform additional tasks as assigned.

Minimum Qualifications:

  • A Bachelor’s degree in Computer Science, Management Information Systems, Computer Engineering, or a related discipline, along with a minimum of one year of practical experience in computer setup, repair, and troubleshooting.
  • An equivalent combination of education, experience, and training may be considered in lieu of a degree.
  • A valid driver's license is required.

Preferred Skills:

  • Expertise in Windows 10/11 and Microsoft Office Suite 0365; familiarity with iOS mobile devices is highly advantageous.

Salary Range: $45,000 - $55,000

Physical Requirements:

This role requires active engagement in a dynamic environment, necessitating mobility across various locations.

The selected candidate will be subject to a background check prior to employment as per organizational policy.

Application Process:

Interested candidates should complete the online application process and attach the following documents:

  • A cover letter detailing your interest in the position and relevant skills and experiences.
  • A current resume.

For internal applicants, please apply through the designated internal job portal.

Review of applications will begin promptly, and the position will remain open until filled.

Note: Ensure all required documents are uploaded for full consideration.

The Commonwealth of Virginia is committed to fostering diversity within its workforce and encourages applications from all qualified individuals without regard to various factors.