A. VDH has determined that there is a need for regional IT Service Support that will also assist with PC Refresh throughout the Commonwealth.
IT Service Support- PC Refresh
VDH has determined that there is a need for regional IT Service Support that will also assist with PC Refresh throughout the Commonwealth. The position will report to the Office of Information Managementโs IT Operations Center and will perform various tasks to help direct IT requests through the appropriate channels, communicate the IT needs of the regions, and will be the voice of their assigned region. The candidate will be responsible for scheduling refresh appointments and imaging, deploying, transferring data, installing apps and doing all hardware set-up and troubleshooting. It's critical that candidates have experience managing their own work and, ideally, scheduling refreshes/deployments directly with users.
ยทDaily Duties Includes but not limited to:
ยทDetermine the needs of the region for hardware, software, upcoming projects, and more.
ยทCommunicate needs of the region to the IT Operations Center.
ยทDemonstrate servant leadership through collaborative strategic and tactical planning to achieve holistic goals of the Operations Center.
ยทDirect users to the appropriate source of help based on needs.
ยทCoach staff through troubleshooting computer, hardware, phone, mobile phone, asset inventory, and software issues.
ยทAdvise 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.
ยทProvides coordination and assistance with Asset Management, PC Refresh, Phone System Issues, Printer Refreshes, etc.
ยทEscalates any urgent issues and outages to the IT Operations Center, Information Security Office, and VITA when necessary.
ยทActively tracks current and future initiatives, needs, issues, concerns, projects, and action items.
ยทProvides 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.
SkillRequired / DesiredAmountof Experienceโข Knowledge of IT Service Management: Incident, Change, Service Request, and Asset
ManagementRequired1Yearsโข General working knowledge of MS 365 applications, including Word, PowerPoint, Excel, Outlook, Forms, SharePoint, Teams,
Bookings.Required1Yearsโข Experience troubleshooting hardware and software -hands-on or from a service
desk.Required1Yearsโข Demonstrated skills in creating professional communications to users. โข Demonstrated success in managing and prioritizing workRequired1Yearsโข 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 needRequired1Yearsโข Must be able to meet with staff and converse about needed technical resolutions and get as much information as possible during the
meeting.Required1Yearsโข Must have a basic understanding of various types of technology and the ability to research them to trouble shoot possible technical
issuesRequired1Yearsexperience working on PC Refresh
projectsRequired1Yearsdemonstrated knowledge Virginia Information Technologies Agencies
policiesRequired1Yearsโข Hardware/software troubleshooting experienceHighly desired1
Years