Technical Support Analyst

Job Description:

• Must work onsite 100% Staunton District IT Technical Support 100% onsite work, working with end users within the assigned district.
• MUST possess a valid driver license and have a clear driving history - will drive state vehicle. Position will primary focus working with field staff with new technology and support of devices. Answer phone calls and email requests for assistance.
• Monitor Help Desk queues and assist with clean-up of aging help desk tickets. Extensive skill in the use of Microsoft Desktop products including but not limited to Windows, SharePoint, MS Office Suite and MS Teams. Support IT Knowledge Base Management by participating in the review and updates of articles. Communicate and collaborate across the entire team to include IT support center peers, supervisor and other departmental teams.
• Expert in the use of Gmail, remoting tools for support, and administering desktops. Ability to communicate effectively verbally and in writing with individuals and groups. Experience working with help request tracking tools. Strong Customer Service skills that include a "customer first” attitude. Position is responsible for agency-specific end user support throughout Staunton District.
• Provides troubleshooting, problem management and escalation of issues to resolve and communicate resolution to customer concerns in a timely manner. Troubleshoot phone, network, and desktop hardware and software issues. Preferred: Knowledge of computer/mobile device applications and how they operate in an enterprise environment. Experience with creating training documentation.

Required Skills

• Experience working with help request tracking and reporting tools.
• Extensive skill in the use of Microsoft Desktop products including but not limited to Windows 7, Windows 10, SharePoint Online, MS Office Suite
• Skill in the use of troubleshooting tools and managing and administering desktops and wireless devices
• Ability to communicate effectively orally and in writing with individuals and groups. Strong customer service skills with a customer first attitude.
• Experience working with help request tracking and reporting tools Answer phone calls and email requests for assistance
• Working knowledge of VTC technologies and software products likely to be used in conjunction with remote meetings. IE MS Teams, Google Meets
• Knowledge of VITA and its partners to ensure the district receives the IT support and services needed to perform their work in a successful manner